Ethics and Professionalism for E-Hailing Taxi Drivers
- Overview
- Course Content
- Reviews
This course is designed to equip e-hailing taxi drivers with the knowledge, skills, and attitudes necessary to uphold high standards of ethics and professionalism in their daily operations. The course focuses on the importance of ethical decision-making, maintaining professional conduct, handling customer interactions, and adhering to laws and regulations relevant to the e-hailing industry. It emphasizes the role of drivers as ambassadors of the e-hailing service, contributing to customer satisfaction, public safety, and the overall reputation of the platform.
Course Objectives:
By the end of this course, participants will be able to:
- Understand the principles of ethics and professionalism in the e-hailing industry.
- Demonstrate professional behavior in all aspects of their service.
- Apply ethical reasoning to make sound decisions in challenging situations.
- Communicate effectively and respectfully with passengers and other stakeholders.
- Adhere to industry regulations, company policies, and local traffic laws.
- Handle conflicts and complaints in a professional and constructive manner.
Target Audience:
- Current and prospective e-hailing taxi drivers
- Fleet managers and trainers
- Customer service support personnel (optional)
Course Duration:
4 – 6 hrs
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3.1 Importance of Staying in Good HealthLong hours sitting down in cramped conditions can lead to a whole host of problems
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3.2 Healthy Eating and Driving Performance
Your diet and impact on your health as a driver
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3.3 Ergonomics for long driving hours
Working for so many hours in the cramped space of a taxi can play havoc with your back. The right seat position goes a long way in minimizing back injuries and pain
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3.4 Lifting and Loading: How to prevent back injuries
Lifting and loading luggage and groceries can cause injuries. In the same way as assisting sick or disabled passengers.
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3.5 Stress Management
E-hailing taxi drivers often face high levels of stress due to many factors which are both on the road and off the road and they can easily leave you not firing on all cylinders over the course of a day. Effective stress management is essential to maintain their mental well-being, ensure safe driving, and provide quality service.
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3.6 Managing Fatigue and Burnout
Fatigue is a continued feeling of being tired, sleepy, or not having enough energy to make the day. Tiredness and fatigue can have a big impact on your health in the long term.
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3.7 Health and Safety When Transporting Patients
Staying healthy has to be one of a taxi driver’s top priorities when it comes to staying in business. But with a constantly revolving set of customers entering the confines of your cab, taxi drivers can be particularly susceptible to the spread of diseases
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3.8 Module 3 Assessment
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4.1 Effective Defensive Driving Techniques
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4.2 Distraction and How To AvoidDistraction while driving refers to any activity or situation that diverts a driver's attention from the primary task of operating a vehicle safely.
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4.3 Driving In Critical Situations and Conditions
Although as a professional driver you cannot usually avoid driving in uncomfortable conditions, you can prevent many problems associated with them.
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4.4 Understanding Electronic Assistance Systems in Your Car
Electronic assistance systems (ESC) in cars, also known as Advanced Driver Assistance Systems (ADAS), are technologies designed to enhance safety and improve the driving experience by using sensors, cameras, and algorithms to monitor the vehicle's surroundings and assist the driver.
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4.5 Personal Safety: Violence
Apart from the risks linked to being on the road and health issues emanating from sitting for extended hours, taxi drivers also face violence as a major risk.
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4.12 Road Rage and How To Stay Safe
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4.13 Module 4 Assessment
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5.1 What to Do If You Witness an Accident
Coming across an accident while out on the road can be a frightening and stressful experience. Not only is it a dangerous environment to disembark from your vehicle but the sight of injured, bleeding people or children can induce panic in the toughest of people.
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5.2 What to Do If Involved in An Accident
The work of a taxi driver can be interesting and very lucrative. But when it comes to life behind the wheel, traffic accidents are an all-too-common occupational hazard.
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5.3 What to Do After Leaving the Scene Of the Accident
Under the National Road Traffic Act, a driver involved in a road accident that seriously injures or kills anyone must report the accident to the police.
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5.4 How to Deal with the Aftermath of a Collision
Even if you feel ok after an accident, it is advisable to have a complete medical check to avoid any hidden injuries or problems.
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5.5 Emergencies and First Aid: Unconscious Casualty
Whilst driving a taxi, many situations occur where First Aid may be required, either for us, our passengers or other road users. Basic knowledge to recognise and identify medical conditions or injuries can prove to be a life-saving quality.
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5.7 Module 5 Assessment
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6.1 Introduction to Customer Service
Think about the places where you enjoy doing business - stores, petrol stations, suppliers, banks, etc. Why, aside from the actual product or service they provide, do you like doing business with them?
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6.2 The Customer Friendly Approach
The cornerstone of customer service is the development of a system and attitude promoting customer friendly service. By “customer friendly” we mean viewing the customer as the most important part of your job.
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6.3 Communicating with Customers
Using the customer friendly approach, we communicate with customers in order to create positive long-lasting relationships.
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6.4 Creating Positive Relationships: First Impressions Matter.
The reality is that we prefer doing business with those we like and trust. Impressions are the key to developing trust and confidence in the customer.
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6.5 Why Customer Service in Ride-Hailing?
As clearly indicated in the previous lesson, customer service plays a vital role in the success of any business, including ride-hailing taxi business.
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6.6 Communication with Passengers
Always assess whether a passenger wishes to communicate with you during a journey. Many people want to talk with a taxi driver and a few simple questions at the commencement will ascertain if this is the case with your current passenger.
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6.7 Creating Positive Relationships with Passengers
First impressions play a major role in how a taxi driver relates to his/her customers.
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6.8 Customer Service Habits That Guarantee a High Driver Rating
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6.9 Customer Service and Passenger Types
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6.10 Serving Passengers With Disabilities
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6.11 Serving Passengers Who Require Special Assistance
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6.12 Handling Conflict and Difficult Passengers
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6.13 Module 6 Assessment
By the end of this course, participants will be able to:
- Understand the principles of ethics and professionalism in the e-hailing industry.
- Demonstrate professional behavior in all aspects of their service.
- Apply ethical reasoning to make sound decisions in challenging situations.
- Communicate effectively and respectfully with passengers and other stakeholders.
- Adhere to industry regulations, company policies, and local traffic laws.
- Handle conflicts and complaints in a professional and constructive manner.
- Current and prospective e-hailing taxi drivers
- Fleet managers and trainers
- Customer service support personnel (optional)
