Customer Service Excellence Flashcards

How should a PDVL driver assist passengers with disabilities?

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.

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

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.

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

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.

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

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.

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

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.

Why are passenger ratings important for PDVL drivers?

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.