Taxi Ambassador Program
Developed in summer 2012, this program is another way EIA is striving for customer service excellence. The program is a partnership between Norquest College and EIA. EIA taxi drivers are highly trained in three categories:
- English as a Second Language: ensuring clear communication with the customers.
- Customer Service Training: working to ensure drivers understand how to provide amazing customer service and giving drivers the tools to help them work with difficult customers.
- Road Training: providing defensive driving and collision avoidance training.
Every driver who wants to work at EIA MUST complete this course. When you see a taxi driver with the blue tag, it means they have successfully completed the program. An orange tag means the driver is in some phase of the training.
There are currently more than 400 drivers in various phases of the program. Right now, EIA boasts 250 graduates at this time. Since EIA began this program, we’ve earned our highest ever scores in ASQ (Airport Service Quality), so it’s really paying off! We strive for the very best in customer service.
Meet Bill Dhanoa. EIA’s Bill Dhanoa drives cab at the airport. He has won Taxi Driver of the Year for six years in a row! In fact, they have changed the name to The Bill Dhanoa Award. Congratulations Bill! Thanks for taking such good care of our passengers! “Bill Dhanoa’s name has become synonymous with the nine-year-old awards recognizing the best in the city’s taxi, limousine and shuttle industry. In 2008, he was awarded the Best Taxi Driver Customer Service Award. Three consecutive wins later, the Vehicle For Hire Commission bestowed upon him the ultimate honour: It named an award after him.”*