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respect and ask them. Make them feel good and they will do the same to you. Explain <br />the importance of comfort and demonstrate 3 different caring attitudes with your passenger. 20 <br />min. <br />6. Conversation: <br />Get connected with your passengers. No two are alike. Make sure that they know <br />what you are doing and going to do for them. Communicate with them. If you are at <br />the airport know the weather for the week. Show concern and provide the best <br />service available in a taxi. Your vehicle may be a taxi but give them limousine <br />service. If they are new into town, point out the landmarks and major attractions. A <br />suggestion could develop into a more personal conversation that will break the barrier <br />between you and him. <br />If your customer is silent, keep in mind that they could be frustrated because of <br />delays, boredom, or poor service from the airline or at the airport. Do not take it <br />personal, at this point they just want to get home or to their destination. Let them <br />know you can see they've had a rough trip. Listen, don't interrupt. Most people just <br />want to know that they are important and that you can do your job with a professional <br />demeanor. Let your passengers vent. Just listen and affirm their feelings. Show your <br />ability to communicate well with a passenger by role playing with your training manager in 3 <br />different situations. The training manager shall then show you 3 recommended methods of <br />proper conversation and explain 3 methods of ascertaining a topic for discussion and then <br />carrying on. 40 min. <br />7. Unloading: <br />When you arrive at your destination be prepared to deliver your total professionalism. <br />You must park your vehicle in a safe and customer specified location before the <br />passenger unloads. A professional driver will immediately open the door for <br />passengers, pop the trunk, and unload in the passengers designated area before <br />collecting payment. This gives the passenger an opportunity to add up a deserved tip. <br />You should then be prepared to accept payment at the passenger's option. Either <br />credit card or cash can be accepted. When taking credit cards, you should fill in all <br />necessary information blocks and then ask for the passenger to sign. Smile and be <br />accepting of either no gratuity or a large gratuity. <br />Thank the passenger for using our service, your service, and smile. The bottom line <br />is that the passenger has paid a premium taxi rate to receive limousine service in an A <br />Taxi Cab and is more than likely to continue doing so if you represent yourself as a <br />professional. The training manager win role play with you in 3 different scenarios. Explain <br />the reasons for your actions. 40 min. <br />S. Short Trios: <br />The primary complaint seems to be that drivers show disapproval of trips within a <br />few miles of the Disneyland area_ This is a serious complaint and not only destroys <br />your reputation, but the company's as well. The majority of business in Anaheim is <br />to service the surrounding attractions and business areas. The balance of short and <br />long fares throughout the week easily averages out. You shall show all due respect to <br />such passengers in the event that a trip does come your way. Whether or not a <br />passenger understands that you've waited in line for any length of time and missed <br />another longer trip is irrelevant_ The passenger only needs to go to his destination <br />with a professional behind the wheel. <br />36 <br />