Providing Superior Service
At Yellow Cab, we have a philosophy of providing superior performance and customer service to our passengers. We are committed to offering safe, reliable and on-time taxi performance, and we train our drivers to take excellent care of our customers and provide each with a comfortable and pleasant experience.
This means we expect our drivers to act kindly and helpfully toward our passengers, and we train them in how to meet our standards of customer care, including listening to and treating customers with courtesy and respect. We count on them to display a positive attitude, and to handle baggage courteously and carefully. We expect them to maintain our dress code and our standards for clean, well-maintained vehicles.
Drivers are also trained on geographical knowledge and map reading across the entire metropolitan area, and we ensure they are equipped to take passengers to all key tourist locations. In Baltimore, for example, we’ve been successfully holding taxi classes with the local tourist bureau, where drivers can learn the hotspots of Baltimore in order to take customers directly to tourist spots without needing directions. We also train our drivers on helping clients with special needs with sensitivity and care.
We practice safety in all aspects of our operations. Our drivers are skilled in defensive driving techniques and attend safety meetings. We execute safety inspections of our taxicabs and conduct random quality control observations – for our drivers, call center and dispatch personnel – to ensure our service standards are being met.
We also use the most sophisticated dispatch and reservation systems in our industry to ensure that each customer call is handled well. Our call centers operate 24 hours a day, 7 days a week. Our phone personnel are polite and well-trained, and we have developed efficient processes to ensure good communication between the call center, dispatcher and drivers to ensure excellent service. We also take reservations online for our passengers’ convenience.
We offer several different types of special services to passengers. For example, in Baltimore we offer many different types of taxi “credit cards” that are used by our clients’ staff members in businesses or hospitals. These cards make it more convenient for passengers to use and pay for taxi service, and make billing and monitoring easier for accounting departments or travel supervisors. In Denver, our “Taxi Cash Cards” (easy to use 10 or 20 dollar credit cards) are redeemable for taxi service anywhere in the Denver/Boulder area. In all of our operations, we do large volumes of service using our taxi credit cards.
We use customer feedback as a mechanism for improving quality, and share commendations with our operators and employees to enhance morale. We take each complaint, rectify it as best we can, and attempt to turn it into a positive situation and relationship with the customer. The details of each complaint are documented, as well as how we plan to prevent the situation in the future. Our senior management team reviews complaints and interprets them as important advice on what we can fix and how we can do better.