Module No 4: Quality Customer Service

Module Purpose

This Module helps participants understand current developments in the Taxi Industry to deliver Quality Customer Service. It includes a focus on Special Events Taxi Services, Special Locations and the role of Taxi Passenger Relations Officers. The Module includes a self-analysis of current Taxi Driver Customer Service and a planning tool to further develop Quality Customer Service.

Module Sections

This Module is divided into the following Sections:

1. Why quality customer service is important in the Taxi Industry
2. Test your current taxi driver customer service
3. Improving quality customer service
4. Your personal customer service improvement plan
5. Avoiding discrimination and harassment
6. Customer service for people from other cultures
7. Interacting with Taxi Passenger Relations Officers at Taxi Ranks

Module Learning Outcomes

When you have finished this Module you should be able to:

1. Identify the value of quality customer service to the customer, the Taxi Industry and the direct benefits to the taxi driver
2. Analyse your own current Taxi Driver Customer Service
3. Identify useful and innovative ways to improve Quality Customer Service
4. Plan ways to further improve your own level of current Taxi Driver Customer Service further
5. Avoid discrimination and harassment
6. Identify useful tips for providing quality service to people from other cultures
7. Understand how to interact with Taxi Passenger Relations Officers and other officials at supervised taxi ranks