PDVL Customer Service Excellence 2

Question 1

How should a PDVL driver assist passengers with disabilities?

Accepted Answer

Offer assistance with boarding and alighting, secure wheelchairs or mobility aids safely, be patient, and treat all passengers with dignity and respect

Answer

Refuse to pick up disabled passengers

Answer

Charge extra for assistance

Answer

Let them manage without help

Question 2

What is the proper protocol for collecting and dropping off passengers at Singapore's airports?

Accepted Answer

Follow designated pick-up and drop-off points, display the booking details for airport security, and adhere to airport traffic management rules

Answer

Stop anywhere convenient

Answer

Wait at the taxi stand

Answer

Park at the departure hall entrance

Question 3

What should a PDVL driver do if a passenger asks to be taken to an illegal destination or activity?

Accepted Answer

Politely decline the request, as participating in or facilitating illegal activities can result in criminal liability for the driver

Answer

Accept as the customer is always right

Answer

Negotiate a higher fare

Answer

Report the passenger to the platform only after the trip

Question 4

How should a PDVL driver handle the vehicle's interior environment for passenger comfort?

Accepted Answer

Maintain a comfortable temperature, keep the vehicle clean and free of odours, ensure a quiet environment, and offer charging cables or water if possible

Answer

Keep the car hot to save on air conditioning costs

Answer

Play loud radio at all times

Answer

Allow smoking if the passenger requests

Question 5

What should a PDVL driver do at the end of each shift?

Accepted Answer

Check the vehicle for lost items, clean the interior, review earnings and trips, and report any vehicle issues to the owner or rental company

Answer

Nothing — just park the car

Answer

Only refuel the car

Answer

Only lock the car

Question 6

Why are passenger ratings important for PDVL drivers?

Accepted Answer

High ratings increase booking assignments, maintain eligibility for incentives, and protect against deactivation; low ratings may lead to suspension from the platform

Answer

Ratings do not matter

Answer

Only 5-star ratings count

Answer

Ratings are only seen by the driver