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Unit 3: Taxi and Private Hire: Professional Customer Service

Unit title: Taxi and Private Hire: Professional Customer Service
Unit level: SCQF level 5
Credit: 0.5
SQA Unit code: J1GB 45

Unit purpose

The purpose of this unit is to give drivers, operators and vehicle owners the essential professional customer service principles to meet the conditions required by customers, the licensing authority and the statutory Acts of Parliament.

This unit is suitable for candidates who currently work or are considering working in the taxi and private hire industry.

The unit is designed for licensed taxi and private hire drivers who work in the customer facing role of the hire and reward trade.

It is a regulated and competitive industry with customers eager for highly efficient services at reasonable and fair prices. Many of these customers have a choice of transport, not only between other forms of transport such as local buses and metro systems but between other taxi companies and private hire firms. In particular it emphasises the importance of ensuring equality of service to all sections of the community.

As a driver and ambassador of their company they will be expected to provide the customer service skills that will influence new and existing customers in their decision to select taxi and private hire services as their transport provider of choice.