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Unit 3: Professional customer service in the taxi and private hire industry

Unit 3: Professional customer service in the taxi and private hire industry

Unit aim and purpose

The purpose of this unit is enable learners to understand how to provide professional customer service in the taxi and private hire industries. This unit is particularly suitable for learners working as a driver in the taxi or private hire industries or those preparing to enter the industry.

Unit introduction

Taxi and private hire drivers have a duty to ensure that they provide professional customer service.  This unit illustrates the importance of providing a professional service in a competitive transport market. It also covers the choices of transport provider a customer has.  The unit will outline the relevant legislative acts and also outline the effects of customers’ first impressions on business.

Learners will need to understand how to deliver quality customer service to all sections of the community.  They will need to identify the effects of different levels of service quality.  They will need to understand the services and facilities available and how they are delivered.

Learners need to understand how a taxi or private hire operator can amend the service to meet the relevant codes of practice, licence conditions and equality legislation and how these directly affect their role.  Learners will need to understand how to work and communicate effectively and the importance of sharing knowledge.

This unit is based on Unit 3 (Provide Professional Customer Service in the Community Transport, Chauffeur, Taxi and Private Hire Vehicle Industries) of the GoSkills’ National Occupational Standards for Road Passenger Vehicle Driving.

 

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