At some point or another, you are bound to encounter an angry passenger. Something may have caused them to wake up suddenly or they simply feel fed up.
If you fail to handle angry Karen properly, Uber or Lyft could shut down your account. Here are a few strategies on how you can best respond: 1. Listen and empathize.
1. Listen to her story.
One of the primary rules of Lyft driving is never engaging in physical conflict with passengers. Not only can this imperil their safety, but it could also have detrimental repercussions for your rating and wallet; for instance if you yell at someone for bringing alcohol or telling them to keep their windows closed during COVID-19 season they might not leave glowing reviews for your service.
So when it comes to dealing with an angry Karen, it is best to listen first and decide how best to handle the situation. Doing otherwise may escalate it further and prompt her to cancel or even call the police against you.
“Kidz Bop Karen,” 29, was seen launching into an angry tirade against her driver for playing children’s music during their taxi ride – all captured on video and eventually going viral.
The unidentified female threatened the driver by screaming into his face and making threats of calling the police, then stuck her head out the window while shouting vulgarities at him.
She stated the driver had been rude to both herself and her children and displayed strong indications of racism, as well as cut her off during rush hour traffic on Manhattan’s West Side Highway.
NBC News was unable to reach “Kidz Bop Karen,” however she reported being harassed online since Barstool Sports released her video and that an account purporting to represent her has posted offensive remarks regarding her physical appearance on Twitter.
2. Ask her if she needs anything.
If an angry Karen starts complaining that your music or air conditioning are too loud or cold, ask if there’s anything she needs – this will show that you care about her opinions rather than simply dismissing them outright. Also ask what songs she would add to a desert island playlist before engaging her in some friendly banter; doing this might help make her feel like an appreciated customer and she might leave you a better rating as a result!
3. Don’t be a jerk.
Respectful service industry professionals know that being hostile or abusive toward a customer when responding to complaints won’t do. You should remain calm, polite, and explain what happened, while remaining neutral as far as escalated situations go. Drivers in particular must remain professional.
Drivers who act rudely will likely lose money and may even get kicked off of the app if it comes to light. Furthermore, angry Karen could give you a bad review that will negatively impact earnings over time.
When an angry Karen complains that your music or air conditioner are too loud or not functioning correctly, listen carefully and offer solutions such as changing settings. Reacting angrily could result in lower marks from her and could also prompt the company to take disciplinary measures against you – so staying professional at all times when dealing with angry Karens is paramount to success.
4. Don’t say anything.
Drivers understand that having a poor rating can have serious repercussions; it could mean forgoing making as much on any given day and also having their overall rating and future earnings negatively affected. That is why it is imperative for them to remain calm and professional when faced with negative situations–even when tempted to cancel on passengers or report them for rude behavior.
On social media earlier this week, a woman known as “Kidz Bop Karen” posted an expletive-laden tirade against her Lyft driver which has gone viral and amassed millions of views across Twitter, Instagram and short-form video app TikTok.
Though some responses have been positive–with people calling her out for being racist and bigoted–most have condemned her for “weaponizing her white privilege.” In fact, this term has come to be seen as an attack against over-privileged white women who use their privilege to harm minorities or people outside their group. Kalhan Rosenblatt covers youth culture for NBC News.
5. Don’t kick her out of the car.
Working in customer service, it can be easy to fall into the customer-service trap. A barista forgot to add skinny milk in your latte; an operator at checkout did not give a receipt; or your chardonnay wasn’t 5 per cent off — whatever the issue, your first response may be anger and demanding a manager be called immediately.
While this may be understandable, the result often does not. Take for instance Karen who was caught on video punching and kicking a neighbour who attended her gender reveal party in Saratoga, California. The incident happened earlier in April 2018.
At first, she tried to deescalate the situation by pulling up her window to speak with Karen; she was met with an aggressive response instead, before becoming so furious she kicked a white car parked outside of her house – leaving everyone stunned in her path and throughout the neighbourhood.
Karens have long been accused of abusing their privilege as a weapon, such as when one was caught arguing with her driver over whether or not to wear a mask while picking up passengers; eventually the driver requested she exit her vehicle due to its increasing tensions.
