Operations

New England Trade Group Emphasizes Customer Service

Posted on September 10, 2014 by Tom Halligan - Also by this author - About the author

Rick Cavalieri reinforces customer service.
Rick Cavalieri reinforces customer service.
BOSTON — One of the bedrocks of the limousine industry is its focus on providing great customer service, and that message was reinforced Tuesday night to both new and seasoned operators during a session at the New England Livery Association’s (NELA) September membership dinner and meeting.

Rick Cavalieri, general manager of BostonCoach, and member of the NELA board of directors, explained that “little” things matter, such as chauffeurs checking the rear seat for left-behinds, and working hand-in-glove with dispatch to make sure there are no glitches while on a run.

He also told operators to make sure chauffeurs communicate with dispatch to let  the client know exactly where the chauffeur is and if there is a problem, dispatch can communicate up-to-date information for the client to relieve anxiety.

“If your driver is forced to circle the airport terminal and that takes 10 minutes, dispatch needs to know that if the client is outside and the driver is not there,” Cavalieri said. He also stressed that chauffeurs should  learn to read the body language of a client so they can adjust their routine. “If a client doesn’t want to talk, then don’t initiate a conversation, or if you see a client looking tired after a long flight, chauffeurs should do what they can to make him/her feel more at ease,” he added.

Cavalieri also stressed that chauffeurs should always be prepared before a pickup by confirming passenger details, the route, or any other potential problem that could occur before the client steps into the car.

Regarding safety, “never compromise” he said. “Nothing should jeopardize safety and that needs to be reinforced to chauffeurs."

 

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