This course aims to give you comprehensive skills, knowledge, understanding and professional attitude needed to succeed and stay safe in the ride-hailing industry. This certificate will help and boost your career prospects to become a professional e-hailing taxi driver for platforms like Uber, Bolt, InDrive, Yango as well as local options. The course was researched and designed mainly focusing on Africa, but it is applicable to any country worldwide. You may be a seasoned driver already, new to the industry or considering joining the industry, this course will prove to be very useful to everyone as it comprehensively covers critical areas in ehailing taxi driving – which are safety and security, driver health and wellbeing, customer service excellence and ultimately how to maximise productivity and your earnings.
Course Objective
To equip ride-hailing drivers with the skills, knowledge and attitudes required to provide safe, efficient, and customer-friendly services while ensuring their safety and complying with relevant laws and platform guidelines.
Course Duration
- Total Duration: 15 – 20 hours
- 100% Online: Text and video lessons, quizzes, assignments and final assessment.
Assessment & Certification
Knowledge Check: Single Choice, Multiple Choice, True/False, Matching, Keywords and Fill the Gap quiz styles per module
Certification: Certificate of Completion awarded upon passing all modules and final test. Learners can re-take tests and final assessment until they attain the minimum score required for certification.
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6.1 Introduction to Customer ServiceThink 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
