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Whining about your time, personal life, or attitude towards the company is no what <br />your passenger wants to hear. They are actually less likely to tip you at all. What <br />does happen is that the person will complain to management about a driver who is <br />unsuited for contact with the public. Remember you're in the service industry, not <br />the driving industry. The training manager will explain preconceptions of passengers, proper <br />attitude, and then role play with you as a frazzled passenger going across the street. Explain <br />your responses and expound on what could have potentially happened and why. 60 min. <br />9. COmPlalnts and Disciplinary Action <br />The public relations manager and operations manager is responsible for complaint <br />resolution and disciplinary action / correction . All complaints are a serious issue. If <br />you receive more than 2 verified complaints in a 6 month period, whether or not you <br />believe them to be justified, your lease will be terminated. A verified complaint is <br />any direct contact with the company and a passenger, when a complaint report has <br />been completed. You may receive a second chance after the first offense, conditional <br />upon your retraining, apology to the passenger, and potential for change — Subject to <br />A Taxi Cab's discretion. The training manager will am show you the appropriate sections <br />in the lease agreement and Operations Agreement that give authority for disciplinary action / <br />termination of your lease agreement. Discuss any questions that you might have. <br />240 Minutes Total <br />Driver Customer Service Training <br />Driver Name (Print); <br />Driver Signature: <br />Basic Driver Customer Service 240 Minutes <br />Driver OCTAP#: <br />Total Customer Service Training Received ( Winutes <br />Training Manager Initials: Date: <br />XV. Review With Training Manager 30 min. <br />The training manager will review all aspects of training with you. Notes from the <br />field training officer will be brought up and reviewed. Questions regarding all <br />aspects of our operation will be covered. <br />A Taxi Cab maintains an open door policy and encourages you to use it This includes all <br />managers and the owner. A suggestion box at the lease window is available for those who wish to <br />remain anonymous. <br />37 <br />