effective customer service techniques including: active listening appropriate language style and tone of voice conversing with people with disabilities culturally appropriate communication giving customers full attention maintaining eye contact (for face-to-face interactions) open and closed questions speaking clearly and concisely writing legibly fare structures industry and workplace policies and procedures for coordinating taxi industry quality customer service personal presentation requirements procedures and protocols for providing taxi services to customers relevant Australian and state/territory transport and taxi regulations, standards and codes of practice relevant state/territory taxi transport subsidy scheme relevant work health and safety (WHS)/occupational health and safety (OHS), equal opportunity and anti-discrimination procedures and guidelines requirements of customers with specific needs requirements of workplace systems and operations, and relevant equipment risks involved in workplace operations and related precautions to control the risk role of customer service in company profitability security and emergency procedures services for customers with disabilities sources of information and documentation for providing taxi services to customers taxi driver role in presenting a positive image to the public and delivering customer service typical problems that can occur when providing taxi services to customers and related appropriate action that can be taken to prevent or solve these problems. |