On Monday June 2, the Dial-a-Cab Board of Management and Carole Carpenter,
DaC's Senior Account Manager for the Westminster TaxiCard, together with
various members of the DaC staff and six Dial-a-Cab drivers, were invited by
the head of the Westminster TaxiCard, Michael Dwemoh, to meet over 70 regular
TaxiCard users in an open forum to discuss usage and also to participate in a
question and answer session at the Abbey Community Centre in Great Smith
Street, SW1.
Spread over a two-hour period, cardholders aired their views as to
whether the service on this account could be improved. It also enabled them to
bring any problems that they may have encountered to the attention of the
Dial-a-Cab team. Call Sign is pleased to report that around 85% of the
cardholders used their time to praise DaC and spoke with high regard of the
service they receive from the staff and drivers that many now know on
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first name terms.
Tables of 8-10 people included a DaC Board member, a driver and
member of staff, took and answered all types of questions.
It became clear that the biggest concerns were of high meter
fares for evening users since tariff 3 was introduced, excessive run ins
and occasional lack of contact at times between driver and passenger.
Allan Evans stressed that tariff 3 was a TFL directive
and that users should give as much detail on their bookings as possible to
help both Call centre and driver, something Allan claimed wasn't always
the case. There were some smaller problems that were dealt with in a
friendly and positive way by all members of the DaC team.
Refreshments were served mid-way through the session and then
the floor was opened for Brian Rice and a small handpicked panel to spend
the last 30 minutes in open debate. It was a serious discussion, but one
that always remained friendly. It was finally brought to a
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conclusion with a summing-up from the head of the Westminster TaxiCard
scheme, Michael Dwemoh. Mr Dwemoh also told Call Sign that he was very
happy with the way the meeting went - so delighted that he announced that
it was to become a regular event.
The meeting was considered by all to be a great success and
considering that over 700 TaxiCard trips each day are covered, this
account is generally in excellent working condition. There are some issues
that may need addressing in the future to improve further the levels of
service from all sides, but it was gratifying to hear that the vast
majority of users are delighted with the service that Dial-a-Cab offer.
Many present were quick to point out that our service is not only a great
help to them, but also a necessity.
After the meeting, many of the cardholders present asked
Call Sign to pass on their thanks to both staff and drivers - something we
are happy to do.
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