A WHITE & YELLOW CAB, INC 1 - 2005

Home Browse Search

7. Service Excellence Assurance Customer satisfaction and repeat business is the primary reason we are the largest taxicab service provider in Orange County without a JWA operating contract. Company Proerams The General Manager is the primary contact for comments, questions or complaints for service originating from all areas, either by phone or by written notice. Customer service is of paramount importance to our management and drivers. We understand that a happy, satisfied customer is a repeat customer. The customer who happens to encounter a negative experience will appreciate the fact that their voice is being heard and being acted upon. We will go to great lengths to solve the problem, prevent further events from occurring, and ensure that the customer is satisfied with the highest level of service. The service economy has become very competitive over the past few years, especially our own sector of business, and we therefore initiated comprehensive training to retain our competitive edge. Many companies claim to have a customer service program in effect: The effect actually being the creation of "paper of satisfaction" that looks good, not true satis- faction. We initiated several programs over a decade ago to monitor and make advances in customer service. The Mystery Rider Program and the Customer Reply Card have been the response of a company well attuned to its customers. The Mystery Rider Program is used to counsel, correct, or initiate disciplinary action with our drivers. A person is hired to take and pay for taxi trips of various distances. The driver is evaluated on several factors during the trip. Information is used for the purpose of ac- tively improving driver service. This program is used on a quarterly basis with 5 -10% of the taxi drivers overall in the fleet. The Customer Reply Card is handed out to passengers entering taxicabs at our stands or mailed directly to customers that have used us from a residential location. The Business Reply Card evaluates recent trip experience with our company. We mail out to I% of our regular rider customer database twice a year. 8. The Depot Customer Service and Response -100% satisfaction guarantee A White and Yellow Cab Inc. offers The Depot a 100% satisfaction guarantee. The General Manager will work to establish 100% satisfaction of any passenger or potential passenger. We will ensure that the same service excellence currently provided, is maintained. Our proactive approach to superior service is complemented by our response to any complaint. The General Manager will ensure investigation and response to complaints within 4 hours to the reporting party. Additionally, within 24 hours a written response will be submitted to the reporting party. Validated complaints will receive a letter of apology and complete refund of taxi fare. We may also promote our guarantee underneath signage if desired by The Depot or City of Santa Ana.