The drivers are an important touch point with the customer. That means that you need to put in place an infrastructure that supports the customer experience. The infrastructure should include training drivers about their role and how they are being perceived by the customers. It should also include incentives and motivation programs to encourage desired behavior as well as performance evaluations that do not just measure safety driving, but also how customers rank driver's behavior.
Additionally, make sure drivers wear polished uniforms and are educated on proper etiquette and behaviour.
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