Customer Service & Communication Flashcards

A passenger with a visual impairment boards your vehicle with a guide dog. What is the correct action?

Answer: Accommodate both the passenger and guide dog without extra charge

Under the ADA, service animals including guide dogs must be accommodated without additional fees.

A passenger asks you to take a route you know will be significantly longer and more expensive. You should:

Answer: Inform the passenger of the shorter route and let them decide

Informing passengers of route options respects their autonomy while ensuring transparency and building trust.

How should you handle a situation where a passenger complains that your vehicle smells unpleasant?

Answer: Apologize, note the feedback, and report it to your dispatcher

Acknowledging complaints professionally and relaying them to dispatch ensures issues are addressed promptly.

A passenger is speaking on the phone loudly during the ride. What is the best response?

Answer: Politely ask them to lower their voice if it is a safety distraction

If noise is distracting to safe driving, a polite request is appropriate; otherwise, passenger phone use is generally permitted.

What is the most professional way to greet a new passenger?

Answer: Greet them by name if known, confirm their destination, and welcome them

A personalized, welcoming greeting confirms the booking details and sets a positive tone for the ride.

A passenger accidentally leaves a valuable item in your vehicle after exiting. What should you do?

Answer: Immediately notify dispatch and secure the item for return

Promptly notifying dispatch and securing lost items ensures they are returned quickly and protects your professional reputation.

When communicating with a passenger who does not speak English fluently, you should:

Answer: Use simple language, gestures, and translation apps if available

Clear, simple communication combined with available translation tools helps ensure the passenger's needs are met.