Techniques of Customer Care

This are my own techniques of customer services:

1. Be respectful :

Be well mannered and have regard for your customers. Continuously use "please" and "thank you" and
make an intriguing domain for the customers.

2. Be Gentle and polite:

We should always be polite and gentle to our customers. Even they are rude and incorrect.

3. Always stay updated:

We always have to keep on eye to the drivers. We should call the passenger and greet hello when they are
POB. Call when the job is completed and ask for the review of the journey. Update them if the driver is
running late.

4. Be proactive:

Engage in proactive steps to satisfy the customer’s needs. Being proactive will also help to reduce barriers
when problem solving.

5. Use simple and plain languages:

We should avoid technical terms and use simple words and explain the terms. Be professional, concise and
clear.

6. Confirming the booking:

We should re check with the passenger when we take a booking over the phone by repeating the booking. Suggest the best time
if it is a drop-off to the airport. Ask the flight number and brief them about policy after flight landing. Instruction of meeting
point.

7. Going through all booking in the dashboard :

When shift starts we should all go through all the booking in the dash board by rechecking with the agency websites. To avoid
confusion, if there is a single mistake for example (wrong pickup address, wrong number input, not putting the passenger’s
specific notes) the drivers and passenger will get in trouble.

8. Listen to passenger first :

Allow the passenger to talk without interruption, reflect back their main question or concern and ask clarifying questions when
necessary.
 Techniques of Driver management
This are my own techniques of driver management:

1 Try to be friendly :

In my opinion the key element to driver management is to be friendly. It makes easier to conduct with
drivers, .

2. Look after them:

To build a better relation with the drivers we should look after them, .

3. Gain their trust:

To run a smooth painless shift, we should first gain the driver’s trust so they obey your words, solve their
problems easily, favor them in needs. .

4. Following the drivers:

We should always look after their location, alert them about jobs, talk to them if they are waiting in the
pickup point for a long time. Before or after jobs, we should follow their gps location in order to give more
jobs or try to favor them jobs it will gain their trust easily and favor you when needs..

5. Call by their names:

In terms to having good relation with drivers call by their names or brother instead of calling in by their
numbers.

6. Always be clam and polite:

Be calm and polite to drivers, handle the situation with wise decision. Always advise the driver to drop the passenger first, them
any issue call us.

7. Talk confidently:

Always talk confidently with the divers, being nervous or mumbling driver’s will never take you seriously. They will never obey
you.

8. Conclusion :

When we are in shirt we have to make sure that all the driver turn on the PDA app on time. WE should call all the driver, not
only the regular driver who always works with us. The main problem we face is that regular drivers are getting all the calls the
part time or the oncall drivers do not get any call. We should keep good relation will all the drivers in need. The part time driver
gets upset and do not want to work when need.