Customer Service 顧客服務
The service standard for taxi and ride-hailing vehicle drivers goes beyond taking passengers to their destination: every passenger should have a safe and comfortable ride. Drivers should also be polite throughout the service.
When handling a complaint, remember three points: stay calm, listen patiently and never get into a verbal argument. Even if a passenger is upset, a driver should not respond by arguing.
A driver must never be impolite to a passenger, or refuse service, because of any of five factors: nationality, race, gender, age or physical condition. Disability is an example of physical condition. Note that the ban covers both impolite behaviour and refusal of service.
Taking Care of Passengers with Special Needs 照顧有特殊需要的乘客
Passengers with special needs include persons with disabilities, individuals with mobility difficulties and pregnant women. These are examples rather than a complete list, so do not assume that only these three groups need care.
Drivers should do three things for these passengers: remain patient, care for them and assist them. The aim is a safe and barrier-free travel experience.
This duty works together with the customer service rules. For example, if a disability means a passenger needs more time to board, the driver should assist patiently rather than rush them. Refusing service because of the passenger's physical condition is never acceptable.
Practice
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