We talked to 5 taxi call agents at Pac Biz to see what they do to provide excellent customer service to our taxi clients!
Since we have been handling inbound calls for taxi companies since 2012, we have heard lots of stories from clients on the performance of taxi call agents from other call centers. These days the importance of a quality call agent to remain competitive against ride share cannot be highlighted enough. Here are some essentials to ensure customer satisfaction from the Pac Biz staff on how to stay ahead of the competition.
Master the art of communication.
In a taxi business, communication among the drivers and dispatchers is very vital. One mistake on a customer’s location or arrival time can lead to a missed flight, job interview, or an important appointment which every taxi company wouldn’t want to happen. The transmittal of information from the operator to the dispatcher and finally to the driver should be as efficient and sharp as technology allows.
As a general rule, “Do not interrupt when the caller is speaking. You need to talk slowly and clearly for the caller to understand.”
Go the extra mile.
The operators, dispatchers, and the drivers play a key role in the taxi business. Drivers must be friendly, polite, and helpful and should take the best care of the customers. Special effort must be made for customers with special needs, older adults, and those who need assistance with their luggage, etc. Even overcoming language barriers!
“There was a time when all of the Spanish call takers are unavailable and I took the matters into my own hands. The call was supposed to be transferred to them but the customer was in a hurry. I handled the call like a pro and spoke Spanish to the customer with finesse. The call was smooth even though it was out of my league. Thanks to Google Translate!”
Patience will take you a long way.
Each customer comes with their own needs and wants, and it’s every taxi company’s duty to fill these. They may call in confused or frustrated. Some may be irate, some chatty, and every operator or driver must know how to handle all of them and provide the same level of service every time.
It can stretch to, “Patience to understand customers with different accents”
Speed and accuracy as basics.
A single mistake in the information such as a pick up or drop off address can cause great inconvenience to customers (a worst-case scenario such as missing a flight). You cannot afford to lose money and customers (repeat or not).
First things first. “Getting the information accurately is the important part of taking or receiving orders for taxi companies.”
Put more weight on friendliness and empathy.
Work on friendliness and empathy to earn more loyal customers. To exhibit a warm and friendly tone of voice to your customers is no less important than being efficient in your service. Customers can sometimes have a bad day, and you can turn that around by using kind and positive words during the conversation or addressing their concerns as best as you can.
“When a customer left her phone, if I was in her position, I would also feel bad. That is why I really tried my best to search for solutions even if my call went beyond the average. In the end, we solved and found the item she lost.”
Only the Best Taxi Call Agents at Pac Biz Outsourcing
Pac Biz Outsourcing has been supporting companies in the transportation industry for over a decade with professional and expert taxi call agents.
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