From April 2024, a new residency status for foreign workers in Japan, 'Automobile Transport Industry,' will be added to the Specified Skilled Worker fields. Consequently, the taxi industry is becoming more inclined to actively hire foreign workers. This time, in order to assist those aiming to become taxi drivers, we will thoroughly explain the 'hospitality skills' that Japanese taxi drivers possess.

1. What is the difficulty of serving customers as a taxi driver?

Taxi drivers have the primary goal of transporting customers safely to their destinations. However, they also have a significant role as service providers. Since they interact with various customers each day, they need to have adaptable customer service skills to meet each customer’s needs. This is where the difficulty of taxi driver customer service lies.

While driving skills are important, poor customer service can lead to lower customer satisfaction, a lack of positive evaluations, and potential conflicts with customers. Therefore, honing customer service skills is crucial.

2. What is the “hospitality ability” of Japanese taxi drivers?

Many Japanese taxi drivers are professionals with a strong sense of hospitality. They strive not only to transport customers safely and comfortably to their destinations but also to provide a pleasant service. Here are some representative customer services provided by Japanese taxi drivers.

1. Greetings
   Taxi drivers value communication with customers greatly. They pay attention to the impression they give and put effort into greeting customers. A good first impression leads to a positive overall impression, so drivers greet customers cheerfully and not just at the start. They also endeavor to maintain a smile during conversations while the customer is in the car. They never forget to offer polite greetings and smiles from when a customer enters until they exit, allowing the passenger to travel comfortably in a relaxed atmosphere.

2. Assisting with Luggage in the Trunk

   Tourists often have large suitcases or bags. In such cases, it's important to get out of the taxi and ask the customer if they would like their luggage placed in the trunk. If they say "yes," you should carefully place the luggage in the trunk on their behalf. Handling heavy suitcases can be challenging, but this kind of thoughtful service is a key aspect of being a good taxi driver.

3. Adjusting the temperature in the car
   The temperature that different customers find comfortable can vary. Thus, instead of matching it to the driver's preference, the car temperature is adjusted according to each customer. Drivers check in with the passenger, asking, 'How is the temperature for you?' Observing customers who might appear unwell or tend to feel colder, such as women, helps them ensure the environment is comfortable.

4. Introducing tourist spots and recommended shops
   Some customers using taxis are looking for tourist spots or stores. Drivers who can provide such information are quite valuable. Knowing not only the popular spots but also local unusual stores or hidden gems is essential. Such geographical knowledge becomes a significant advantage for taxi drivers.

3. Training at taxi companies

Since many companies in the taxi industry hire individuals with no experience, even those new to driving or customer service have ample opportunity to succeed. For those worried about customer service, taxi companies conduct robust hospitality training programs, ensuring peace of mind. Companies that emphasize hospitality offer a range of training, including basic customer service, tourism information, and inbound customer service training. Thus, skills can be significantly improved post-employment.

Conclusion

How was it? Were you able to visualize the customer service provided by Japanese taxi drivers?

Japanese taxi drivers embody a spirit of hospitality and professionalism in customer service, ensuring a comfortable journey for their passengers. The role of a taxi driver goes beyond just safe driving; it also involves a strong focus on excellent customer service, making it a deeply engaging and multifaceted job.

Also, when you first become a taxi driver, there's no need to worry if you're not immediately proficient in customer service. Through interacting with various customers and practicing communication, you'll naturally develop your service skills. Many taxi companies invest heavily in customer service training, so by learning the art of Japanese hospitality after joining the company, even foreign drivers can successfully master Japanese-style customer service!