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Each employee has the power to create a positive experience with a customer. The <br />fact is that most drivers know how to treat customers. Great customer service begins <br />in a place we are all familiar with -the home. We all know how to take care of a guest <br />in our home, we welcome them, take care of their needs, thank theme for coming and <br />invite theme back. Each time a customer steps into your cab, you the driver must <br />decide how they're going to be treated. As an interruption or as a welcomed guest. <br />ROAD RAGE AND AGGRESSIVE DRIVING <br />This 30 min. video produced by " American Training Resources" exemplifies the <br />anger that can be magnified just from a simple "Honk ". This video has various <br />scenarios that includes a hand book. After this video you will break up into <br />groups of two or four so that the group can learn from each other. Please feel <br />free to assist your partner. We want everybody to participate in this project so <br />that you may learn to better deal with your passengers. <br />After the questions in the hand book are answered we would like the whole class <br />to go through the hand book together so that we may get a different perspective <br />from all the groups, and reflect and solve all our customers needs. This is an <br />unfortunate growing cause of accidents in our highways. You as a driver must <br />deal with this on a daily basis and we hope to teach you way's to avoid those <br />drivers. <br />We believe that by helping you deal with these aggressive drivers you will be <br />providing your customers with a safe and courteous transportation thus <br />providing them with excellent customer service. <br />Ask questions after this video and remember the life you safe may be yours! <br />XH. Disciplinary Actions (30 min) <br />A Taxi Cab places a high priority on compliance with its procedures and customer <br />service philosophy. The scope of disciplinary action may range from <br />1. Verbal reprimand <br />2. Written reprimand <br />3. Suspension of leasing privilege <br />4. Termination <br />Any manager has the authority to initiate actions against a leasee with final oversight <br />through the general manager. <br />The training manager will go through some scenarios with you. <br />XM. Field Training With Field Training Officer 1440 min. <br />(Two 12 Hour Shifts In A Mini Van) <br />34 <br />