PDVL Customer Service Excellence 2 — Questions and Answers
Question 1: How should a PDVL driver assist passengers with disabilities?
- Refuse to pick up disabled passengers
- Offer assistance with boarding and alighting, secure wheelchairs or mobility aids safely, be patient, and treat all passengers with dignity and respect (Correct answer)
- Charge extra for assistance
- Let them manage without help
Correct answer: Offer assistance with boarding and alighting, secure wheelchairs or mobility aids safely, be patient, and treat all passengers with dignity and respect
PDVL drivers should assist passengers with disabilities: help with doors, offer assistance with mobility aids, be patient, and ensure they travel safely and comfortably. Discrimination is illegal.
Question 2: What is the proper protocol for collecting and dropping off passengers at Singapore's airports?
- Stop anywhere convenient
- Follow designated pick-up and drop-off points, display the booking details for airport security, and adhere to airport traffic management rules (Correct answer)
- Wait at the taxi stand
- Park at the departure hall entrance
Correct answer: Follow designated pick-up and drop-off points, display the booking details for airport security, and adhere to airport traffic management rules
Changi Airport has designated private hire car pick-up points. Drivers must follow signage, use the correct pick-up zone, and adhere to airport ground transport regulations to avoid fines.
Question 3: What should a PDVL driver do if a passenger asks to be taken to an illegal destination or activity?
- Accept as the customer is always right
- Politely decline the request, as participating in or facilitating illegal activities can result in criminal liability for the driver (Correct answer)
- Negotiate a higher fare
- Report the passenger to the platform only after the trip
Correct answer: Politely decline the request, as participating in or facilitating illegal activities can result in criminal liability for the driver
PDVL drivers must not facilitate illegal activities. Politely decline and, if appropriate, report suspicious activity to the police. Drivers can be charged as accessories to crimes they knowingly facilitate.
Question 4: How should a PDVL driver handle the vehicle's interior environment for passenger comfort?
- Keep the car hot to save on air conditioning costs
- Maintain a comfortable temperature, keep the vehicle clean and free of odours, ensure a quiet environment, and offer charging cables or water if possible (Correct answer)
- Play loud radio at all times
- Allow smoking if the passenger requests
Correct 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
Passenger comfort includes proper air conditioning, a clean, odour-free interior, low music or none, and small amenities like charging cables. These extras contribute to higher ratings and tips.
Question 5: What should a PDVL driver do at the end of each shift?
- Nothing — just park the car
- Check the vehicle for lost items, clean the interior, review earnings and trips, and report any vehicle issues to the owner or rental company (Correct answer)
- Only refuel the car
- Only lock the car
Correct 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
End-of-shift routines should include checking for lost items, cleaning the interior, reviewing the day's performance, refuelling, and reporting any vehicle maintenance issues.
Question 6: Why are passenger ratings important for PDVL drivers?
- Ratings do not matter
- High ratings increase booking assignments, maintain eligibility for incentives, and protect against deactivation; low ratings may lead to suspension from the platform (Correct answer)
- Only 5-star ratings count
- Ratings are only seen by the driver
Correct answer: High ratings increase booking assignments, maintain eligibility for incentives, and protect against deactivation; low ratings may lead to suspension from the platform
Passenger ratings directly affect a PDVL driver's livelihood. Consistently low ratings can lead to fewer bookings, loss of incentives, and potentially being deactivated from the ride-hailing platform.
PDVL Customer Service Excellence 2
How should a PDVL driver assist passengers with disabilities?