Practice question

How should a PDVL driver handle a complaint from a passenger during a trip?

  1. Argue with the passenger
  2. Listen calmly, acknowledge the concern, apologise if appropriate, and try to resolve the issue professionally without escalation
  3. Ignore the complaint
  4. End the trip immediately

Answer: B — Listen calmly, acknowledge the concern, apologise if appropriate, and try to resolve the issue professionally without escalation

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