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the money, it does not make you money. <br />INABILITY OF PASSENGER TO PAY FARE <br />If a customer cannot pay the meter, you have at least two options. <br />Before you take any action inform dispatch. <br />First is to accept an item of value as security. This is an item worth at Ieast 10 times <br />the fare. If the customer owes you $10.00, you may collect an item worth $100.00. <br />This is to insure that the customer will come into the office, pay the fare and collect <br />their property. Do not accept credit cards, green cards, driver's licenses or ID cards. It <br />is illegal to take a legal ID and decry that person the ability to ident� themselves. <br />Give the customer a written receipt, including any serial numbers on the item. We <br />will hold this item for 30 days. If not claimed, you own the item. <br />The second option is to take the passenger to the nearest police department and have <br />them arrested. This may be done under the' Defraud ng an Innkeeper" statutes. The <br />police will not come to you, or if they agree to, they may take as long as two hours to <br />show up. If the passenger runs out of your cab and into a building, there is nothing <br />you or the police can do. <br />Failure to pay is a misdemeanor offense. Any use of restraining devices or <br />inappropriate force is a violation of the law and you can be held accountable by the <br />police. Please use calm and mature judgment and be in touch with your dispatcher. <br />Remember it is only one fare. <br />XI. Basic Customer Relations <br />Introduction <br />We at A Tani Cab believe that customer satisfaction is the primary reason we are in <br />business. We promote several programs to ensure the highest level of service is being <br />provided. Our full time public relations manager resolves comments and complaints. <br />We take proactive steps to prevent complaints and work judiciously to resolve them <br />when received. Field supervisors for each division monitor our drivers directly for <br />taxi and driver compliance with our standards. We distribute a business reply <br />comment postcard handed to customers directly at major stands and mailed to <br />customers from our database. A Taxi Cab actively works to reduce and / or eliminate <br />problems. <br />We direct all complaints and comments directly to a full time manager. The manager <br />gathers and investigates all matters brought to his attention from the field supervisors, <br />reply cards, and the general public. A determination is then made as to provide <br />immediate action, take corrective measures, or to initiate disciplinary action. <br />Apologies or information to settle the issues are sent in written form with whatever <br />compensation, if any. Response to the public is made through telephone contact, fax, <br />and by written follow -up. Additionally, the contact is sent a survey that is directed to <br />the pertinent Manager to gauge our response with the comments or complaints. Our <br />philosophy is to ensure that every contact between the public and our company is <br />handled with care, urgency, and the proper response that is deserved . <br />29 <br />