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The training manager will assign a field training officer to take you out for driving <br />experience. (Training Checklist Attached) <br />XIV. Driver Customer Service Training <br />Discussion, role playing, and agreement to terms of mentioned sections presents a <br />documented record of understanding between the driver and A Taxi Cab. The <br />training manager is responsible for this paper work / discussion and must be turned in <br />with your lease agreement. <br />1. Taxi appearance: <br />A clean car washed daily with air freshener and regular checks in between rides for <br />food, ashes, or debris will impress your customer. They appreciate the fact that they <br />don't have to worry about cleaning off their clothes or smelling bad at their <br />destination. A clean car shows you care about the image of your company, <br />passenger, and yourself. You may even find lost items that your customer would <br />appreciate it returned and save yourself a trip. A Taxi Cab provides free daily car <br />washes on account throughout the county. Explain importance of taxi appearance and <br />locations of 2 account car wash facilities. 20 Mm. <br />2. Driver's appearance: <br />Why not look sharp and stand out from the passenger's usual expectations of a cab <br />driver. The way you present yourself will reassure the passenger you are competent <br />and above their image of the typical driver. Ever see a driver from another <br />company... how sloppy and unkempt their vehicles are.... Would you trust your life in <br />their hands? Explain importance of your appearance and the stereotype most people have of <br />the typical driver. 20 min. <br />3. Greeting: <br />This is the most important thing you can provide your customer. By saying "Hello <br />sir" or" mam" you will show your passenger that at least you are happy to see them <br />and appreciative of the fare, plus tip that you will receive. You are working for them. <br />Smile and set them at ease. People just want to be appreciated especially when it's <br />costing them money. Passengers who are relaxed and enjoying their trip will often tip <br />more generously. Provide 3 examples of proper greeting and demonstrate a winning <br />greeting. 20 min. <br />4. Loading: <br />Passengers all have different attitudes and expectations of what your job is supposed <br />to be. A professional driver knows that tipping is for service above and beyond what <br />is normally expected. Simply asking if you.help with the luggage will be appreciated <br />by the person. Actual help is extremely suggested, especially with the elderly, ladies, <br />or persons with numerous pieces of luggage. Heavy and large articles go in first, <br />followed by lighter items. Remember to lift with your legs and hips, not your back. <br />Your bottom line will increase once you understand that the impression of helpfulness <br />and professionalism is more important than being able to help. Demonstrate proper <br />loading procedure and explain a few phrase that show your willingness to help. 20 min. <br />5. Comfort: <br />Ask you passengers if they are comfortable or not. Ask them if they would like you <br />to open a window or two, or adjust the heat/ or air- conditioning. Showing concern <br />for their needs shows your customer you do care and they will just appreciate the fact <br />that your asked. It may be obvious what should be done, but give your passengers the <br />35 <br />