Taking the educated route driving cab firm’s success
A DERRY-Londonderry taxi firm is proving that focusing on customer service can have a real impact on a business’s bottom line.
Despite difficult economic times, City Cabs invested in staff training through North West Regional College (NWRC) and have seen it pay off.
“We had a vision and wanted all our staff to be part of these developments, so the college’s programme came along at the right time,” said City Cabs manager Willie Doherty.
“There were challenges though, especially for some drivers who had long been out of education and had been doing the same job, in the same way, for decades.
“I was concerned an academic environment could be daunting for some staff — we needed a practical course that would have real impact. That’s exactly what we got through the college’s School for Hospitality, Tourism and Sport WorldHost Level 2 Customer Service course.”
The cost of the training was subsidised by the Department for Employment and Learning.
NWRC’s School for Hospitality and Tourism is the only training provider in Northern Ireland to hold a WorldHostNI Business Recognition Award reflecting its commitment to delivering and providing excellent customer service. City Cabs also hold a Business Recognition Award.
As well as increasing staff confidence in customer care, and helping to develop a benchmark for customer service across the organisation, Willie added there had been financial benefits that would not have been possible without the training.
Three of the City Cabs management team have completed the Institute of Leadership and Management course, and further training is planned, he said. “Our business has been growing year on year.
“The training gave us a structure and a focus to deliver a higher standard of customer service, which the public now recognise us for, and demand that we provide.”