Customer Service

Customer service is a major influence in big business. But many don't truly understand what it is or how to achieve good customer service. The Taxi and Private hire industry is no exception and probablly one of the worst for horror stories of bad customer service. Almost everyone has an example of a taxi journey that went wrong but few remember or comment on the times they received great service. This is probablly due to the nature of the industry and the fact that you are wanting a taxi for the sole reason of getting somewhere at or for a particular time. The bad experiences tend to stick with us better than all the times the service did exactly what it was suppose to.
 One of the other things we frequently hear is "The customer is always right". This is not only wrong but quite stupid as well.This approach not only sets you up for poor customer service but will let your customers walk all over you and cost your business both money and reputation. A far better approach is "The customer is never wrong". This may seem like the same thing but it really is not. The customer does not know your company as well as you do even if he/she has some knowledge of the industry.

Key to giving good customer service

 Really very simple. Do what you say you will. Meet the customer expectation and if something does go wrong be honest about it.There is no point promising something you can't deliver in the long run it is only bad for business.
 If it's going to take 20 minutes to cover a call let the customer know. They would much rather know this in advance than been told 5 minutes or less to be kept waiting a further 10. A customer told 20 minutes who gets his car in 15 will be a happy customer whereas a customer told 5 and gets it in 10 will unhappy despite having the car arrive quicker.
  Under promise, over deliver.
 If something does go wrong try to explain it as simply as possible to the customer, the customer does not want or need to know why things have gone wrong they just want the service they asked for. Listen to what the customer has to say, don't try and interupt before they have finished what they have to say, this will only annoy them more. Once they have got their annoyance out, apologise and ask them how they would like it resolving. Most companies will try throwing money at the situation as a quick fix. A free journey, a discount on their next journey, etc. Not only does this not solve the problem, it also costs your company money often without reason, it also sets you up for the potential of people "kicking off" just to get free/discounted services.
  In a lot of cases an simple and honest apology with reasurances that it won't happen again will smooth the situation.

Key to getting good customer service

 What most people either don't know or forget about the Taxi and private hire industry is that the large majority of drivers are self employed. This means the individual Taxi and Private Hire operators only have limited control of the drivers. The drivers themselves have/need to work long hours or long weeks to make ends meet. The drivers have to pay the companies they work with to work, not the other way round as in most industries.
  So how to get good customer service.

1.  Be prompt - if you book a car for a certain time be ready for it (even if they're not there on time)
2. Be polite - make the assumption that it is not the drivers fault if he's late, often it isn't.
3. Be friendly - acknowledge the driver. You may not want a full blown conversation with the driver and he or she probablly doesn't either, but please's and thank you's are always appreciated and cost nothing.
4. Be organised - know where your going (or at least have a rough idea), if your going into shops, etc be as quick as you can. Whilst the driver is parked up they aren't making money. The drivers sole concern is getting you to your destination and getting paid as quick as possible.
5. Tip when you can - if your journey is acceptable round your fare off to the nearest 50p - for the driver all those 20 and 30p's add up. Few miss the odd 20/30p and this small tip will be noticed and word will get around the other drivers. Within a few journeys you'll start noticing you get a more prompt pickup service.

And finally
     6. Be respectful - you wouldn't expect the driver to ask about your personal life or how much you earn, what religion you are, etc, etc, so why do we feel the need to ask the driver. "Taxi driver tourettes" as it's been called. Imagine how annoying you'd find it if people asked you the same 3 questions everytime they saw you at work.

And finally

  How do you know if a taxi company is likely to be reliable? Quite simply you don't however there are some good pointers to having a good idea they will be.
  More and more of the bigger companies are starting to act like other professional businesses in other industries. ISO9000 customer service awards, Investors in people certification and uniformed drivers are just a few of the major indicators.
  Word of mouth is always a reliable source. Not to mention when you call them up does the telephonist sound polite and professional. If the answer is yes then more than likely you will receive a good service.