Kiwi Experience

Topics: Customer, Trip, The Driver Pages: 2 (438 words) Published: September 30, 2011
Answer 3:

The KE receives many applications for position of drivers but the directors first look when selecting driver is the type of person he/she is, they must be fun, young and adventurous, outgoing personality so showoff New Zealand and also the most important diving experience to be a safe driver. It’s too hard to drive KE bus as the drivers have much more responsibilities rather than driving i.e. Safely drive 40 people around NZ. The responsibilities of drivers includes providing information and booking accommodation for passengers every night and also listening and responding to customer complaints. Organizing group meals and different activities and cleaning of bus and also maintenance checks of the bus. The drivers also require filling survey for whole day at the end of each trip. Driver’s enthusiasm, knowledge and personality will have a huge impact on customer’s perspective of quality of the trip. From above all we can clearly say that the drivers are single most important to KE. Also Neil Geddes states that drivers are single most important asset the KE possesses. Listening Gap

Listening Gap
Expected Service
Expected Service




Company Perceptions of Consumer Expectations

Company Perceptions of Consumer Expectations

The drivers encourages social interaction between the customers on the bus which enables different customers to meet each other and bonds with friendship among them shelves. This increases positive experiences on passengers on bus, which should positively impact on the impression that customers have of overall KE trip. The drivers of KE are trained to notice any passengers on the bus who are affecting their services that other passengers are receiving and then the drivers will take an appropriate action. KE drivers have remained the most important people in KE company since the beginning of operations, and they are confident that their selection process and annual...
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