The taxi industry is such a huge industry; it’s a business that has a huge demand. People rely on taxis to get to work, to school and to move around from one destination to another.

I use taxi’s to get to work and home, and it has caught my attention that the focus of the taxi business is not to ensure that the customer is happy but that maximum profit is made each day.

There is a phrase that all taxi customers will know – its Four, Four “masihlalisane” and it means that four people must sit in a seat that was only built for three people, if you oppose this then you are asked to get off because there is an endless stream of people waiting to get on a taxi.

It would be such a pleasure if taxi drivers were equipped with training on how to provide good customer service, to interact with the passengers in a way that they will want to use that taxi again.

Imagine a South Africa in which the majority of its commuters arrived at work after having a pleasant experience in the taxi on the way to work. I have no doubt that these people would be more relaxed and therefore more productive. Imagine the effect this would have on customer service across all industries – after all there is a good chance that these commuters are the people who answer the phone when you call a company call centre with a problem or a complaint.

It’s often the hidden things in customer service, that if changed slightly, could greatly improve the service experience as a whole. I believe this is one of them and it pleases me when I see company buses picking up and dropping off their employees.

Funiwe deals with consumer queries and makes sure that complaints are delivered to the correct person in the supplier organisation. She monitors feedback to ensure that the getclosure! service is constantly updated and improved to meet your needs. Click here to read more about Funiwe.