For the first time since Sarah started using Bolt, she wished she could give her driver more than five stars. From how the driver addressed her to how he reacted to other road users, there was a certain calmness to the whole experience. And at rush hour, this was everything she could ask for.
Since that memorable ride, however, Sarah noticed that many more of the drivers had stepped up their game. Unknown to her, this did not just happen by chance. Over the last year, Bolt has prioritised safety and customer service to enhance the rider’s experience.
Bolt offers training sessions twice a week for new drivers who sign up for the service to provide the best possible service to its customers. These sessions cover all aspects of customer service, including active listening, understanding passenger needs and safe driving practices.
In maintaining the best customer service, Bolt expounds, drivers are taught basic etiquette rules. When drivers are completing another trip or anticipate running late, they are taught to be courteous by informing riders of potential delays to manage their expectations.
Another example is where drivers are taught not to play loud music or engage in a conversation when riders prefer a quiet ride. Additionally, personal hygiene is stressed, with drivers encouraged to dress appropriately and maintain high levels of cleanliness, both personally and in their vehicles.
Where safety is concerned, Bolt strongly emphasises driving practices that keep the rider comfortable. Drivers are urged to wear seatbelts, avoid making phone calls while driving, and adhere to approved speed limits. Instructors stress the need to avoid unnecessary overtaking when passengers are on board. These measures ensure riders’ safety and promote better driving habits among Bolt’s drivers.
Before drivers are onboarded, Bolt confirms that their driver’s licences, roadworthy certificates and car insurance are up to date.
By the end of each training session, the driver tends to feel more equipped with the knowledge and skills needed to offer the best services to riders. And as an added incentive, they will likely see an increase in their ratings.
Overall, Bolt is committed to providing its customers with a safe and convenient transportation experience. By prioritising safety and offering regular training for its drivers, Bolt ensures that riders can move around with peace of mind.