TRAINING SCHOOLS & ASSESSMENT CENTRES ATHENS (GR), BARCELONA (ES), BRASOV (RO), BUCHAREST (RO), CLUJ (RO),

MADRID (ES), PLYMOUTH (GB), PRAGUE (CZ), TIRGU MURES (RO) & WARSAW (PL)

TAXI DRIVER MANUAL JANUARY 2013

POLICY STATEMENT

It is our policy to provide a safe and reliable service that our customers are pleased to use.

We believe that the commitment to provide prompt, safe and reliable transport of both passengers and goods is paramount.

This commitment includes the provision of adequate internal resources and backup facilities to ensure that this policy is maintained.

The basic concept of meeting our obligations by working together in harmony with staff, drivers and customers is an essential element in the pursuit of this policy.

We endeavour to continually improve the Quality of Service to meet our customers needs.

This policy is communicated to company personnel at all levels.

We expect all company personnel to be responsible for the quality of their work, and that all company personnel must have a positive attitude and commitment to quality as a whole and to respond quickly and effectively to achieve the performance standards required of them.

Whilst the Company has given total commitment to providing a quality service, we should point out that safety, fire regulations, COSHH (Control of substances hazardous to health), product safety, statutory requirements and user safety take precedence over all Quality System procedures. Where there is any problem in this respect it should be brought to the immediate attention of the Managing Director.

INTRODUCTION

This manual is issued to all trainee drivers. It is intended as a guideline to illustrate the aims of the companies and the procedures that drivers are expected to follow.

Taxis are a major component of public transport in the UK carrying millions of passengers a year. The taxi industry have recognised that the without the customer we do not exist statement contains a profound message that successful service industries ignore at their peril. Our service has been created for the customer, Taxi drivers can make a good living from our loyal passengers but drivers are expected to maintain the quality service levels those customers rightly expect.

We have placed a strong emphasis on providing a service that is reliable, readily available, at all times courteous and giving our customers a secure, safe, clean and pleasant atmosphere in which to travel. Our objective is that together we will operate a business that is professional, efficient, reliable and above all, caring and trustworthy.

Quality Assurance

We operate a Quality Management System that meets the requirements of ISO 9001 2000. A copy of the Policy Statement can be seen on page 2. Relevant copies of manuals and company procedures are available to all members and subcontractors of the company. You are expected to operate within these guidelines at all times.

Licensing Laws

City, Town, District and Borough Councils have licensing departments to handle the administration of both the Private Hire and Hackney Carriage industry. The same department also handles both vehicle and driving licenses. It is important to remember that legal conditions apply to both your licence and vehicle plate. These are clearly shown on the rear of the licensing certificates issued to you and it is imperative that you make yourself familiar with these legal conditions.

The council provide enforcement officers to police the industry. Please treat these officers with respect and in the event you are dissatisfied with any treatment you receive please contact the office and we will assist with any problem that may exist.

Private Hire drivers cannot be hailed or stopped in the street by a 'would be' passenger. All journeys have to be pre-booked through the Company. The Council are responsible for ensuring that private hire drivers do not ply for hire, which is an arrestable, criminal offence. Plying for hire is an activity that will not be tolerated by a Company and will result in instant dismissal.

You are guilty of an offence by indicating to a 'would be' passenger that you are free to carry

them. That in a nutshell, is plying for hire. You are also guilty of an offence if you tell that person to ring the office to make a booking for you to carry out the journey. You can take a return or another booking from your passenger at the end of or during a journey; this is legal and is classed as a continuation of the journey.

In simple terms, unless the customer is pre-booked and the job is given to you via your data screen then you cannot carry that person legally. Be polite and advise the would be customer that you are unable to carry them, suggest that in future they ring the office and make a booking in advance. Then MOVE OFF as you may be subject to an attempt at entrapment. Remember, you do not have to carry the 'would be' passenger to commit an offence; you only have to indicate that you are free to do so.

Conduct

Please remember that whilst driving for the company you are the public image of the Company. We expect you to conduct yourself accordingly.

Appearance

All drivers should maintain a high quality professional image

Drivers and staff are expected to wear only company issue uniform (Jackets, jumpers, ties and epaulettes). Male drivers must wear navy blue or black formal trousers, black formal shoes, white shirt, black socks and if a belt is worn it must be black. Female drivers may wear navy blue or black skirts in place of trousers. Company issue ties must be worn if epaulettes are not visible under company issue jackets or jumpers. Male drivers are not permitted to wear earrings. Visible tattoos are not permitted. Personal hygiene must be maintained. Drivers must be clean-shaven at the commencement of their shift. Beards are permissible designer stubble is not. Smoking

To create a healthy, clean and pleasant atmosphere for our customers, smoking is STRICTLY PROHIBITED in all vehicles. This is a condition of the law, many of our contracts and it also

helps to keep vehicles in good condition. Any driver caught smoking in his/her vehicle will be disciplined for gross misconduct. In the event of a customer starting to smoke they should be politely asked to refrain from smoking for the duration of the journey.

Alcohol and Drugs

Despite significant progress in reducing the numbers of drink drive casualties, one in seven road deaths is related to people mixing alcohol and driving. But its not just alcohol that impairs our ability to drive drugs (illegal and prescribed) are capable of reducing our performance, and increasing the risks we present to others and ourselves. A driver found to be under the influence of alcohol or drugs whilst on duty will face instant dismissal and will be reported to the relevant authorities. You are also requested to be aware of the relevant drink-drive laws and the time required for alcohol to clear ones system. Any convictions or endorsements/loss of licence relating to this subject will lead to disciplinary action.

Foul Language

Foul language and triviality over the radio are totally unacceptable. The use of the system for non-company business other than emergencies is prohibited.

Driving Standards

Our customers wish to travel in a comfortable and safe fashion. You are expected to drive in a non-aggressive, professional manner that allows the customer to be relaxed and at ease, with you in full control. Please remember that your actions whilst driving a vehicle reflect on all your colleagues and the company as a whole, so please conduct yourself accordingly. Private Hire / Hackney Carriage ID Badges must be worn at times whilst on duty.

The hallmark of a bad driver is impatience. Taxi drivers are not driving instructors and should not travel our roads telling people off for what they consider bad driving. Gestures to other motorists serve no purpose and only highlights the deficiencies of the person making the gesture. The professional driver will always remain calm, make allowances for other peoples errors and retain the high ground in any incident by keeping control of ones feelings. The use of a horn is counter-productive and serves no useful purpose. It is one instrument that could be removed from a vehicle and never be missed by the good driver and intelligent motorist.

WHAT ARE THE QUALITIES OF A GOOD DRIVER?

Answer: Responsibility, concentration, anticipation, patience, confidence

Responsibility: Proper concern for yourself, your passengers and other road users

Concentration: If you let your mind wander the risk of making a mistake increases

Anticipation: Means the ability to act promptly to fit in with what other road users are doing

Patience: Never drive in a spirit of retaliation Never let bad temper or impatience over-ride your good road sense

Confidence: You have to be sure of what you are doing You have to act positively confidence grows with experience Never be over confident

Courtesy goes a long way

Promote both yours and the company image, e.g. on approaching a junction and should conditions allow, let other drivers out. Maintain lane discipline, if you have made a mistake indicate an apology to the other motorist. Never use your horn as a sign of disapproval. Never make abusive gestures. Obey the speed limits; many taxi drivers lose their livelihood accumulating speeding points. Signal your intentions early i.e. Signal, manoeuvre not vice versa. Never, ever tailgate. Only fools and poor drivers do. Remember You are easily identifiable, with company signs all over your vehicle. Irate motorists will ring the office who will investigate every complaint.

THE CUSTOMER

Courtesy to Customers

Drivers are expected to extend courtesy to every customer: Greet your customer with Good morning / afternoon / evening. Address them as Sir / Madam. Carry luggage, shopping, pushchairs and you place the item in the boot. Give your customer the choice of front or rear seat. Open the door for the customer. Ensure that the customer and their clothing are inside the vehicle before carefully closing the door for them. Ensure the journey is carried out in comfort and safety. Avoid controversial topics of conversation, such as sex, politics or religion. Do not chew gum. Do not play music or have the radio on unless the customer specifically requests it. Ask the customer if the heating level meets their requirement. Point out places of interest to customers, especially to those new to the city. At the end of the journey offer a receipt, a business card and the opportunity of a return booking. Most importantly, smile and thank the customer for using your company.

INDIVIDUALS WITH SPECIAL NEEDS

The Physically Handicapped

When dealing with people regularly you will meet some individuals who are physically handicapped in one way or another. Many people feel awkward if they have to deal with handicapped customers. Whilst this may be understandable - especially if you have no experience of dealing with handicapped people, there is really no need to see this as a problem. The important thing to remember is to not be patronising or treat people as if they are less intelligent just because they have a physical handicap. Remember that they are used to dealing with their handicap and they do not feel embarrassed.

Be ready to open the door of your vehicle. Do not rush them or appear impatient.

Apart from being attentive, thoughtful and prepared to help when necessary, concentrate on the person rather than the disability. When assisting a wheelchair bound customer ensure that the waist belt and footrests are in place. Never tip a wheelchair forward if you have to go down a step or off a kerb. It is easier and safer to reverse a chair down steps. Ensure that your vehicle is a reasonable distance away from the kerb in order that your passenger may find access to your car easier. Always lift the footrests before your customer stands (to prevent them falling over).

Once the customer is in the vehicle you will need to collapse the wheelchair before stowing it in the boot. It is a simple process First, remove the footrests and cushion, lift the material on which the cushion sat, one hand pulling the front, the other the rear. This automatically collapses the chair. There are two pins under the wheelchair handles that have to be pressed downwards this collapses the handles. Stow the chair. On arrival at the destination, re-assemble the chair. Ensure the brakes are on until the customer is in the chair.

Customers on Crutches

When you have to collect a person on crutches, ensure the front passenger seat is as far back as it will go.

Open the door for them and stow their crutches in the rear or boot of the vehicle. Offer assistance with the seat belt and close the door for them. On arrival at the destination - alight the vehicle, open the door and assist them to their feet. Retrieve the crutches and hold them in position (open end of arm holes facing forward) until customer is ready to proceed.

Our Senior Citizens

Assistance should always be provided. Never rush them; a six-foot walk from your vehicle to the gate can be a terrifying experience to someone who has had a fall. Elderly customers can be confused about their destination, be patient, and speak gently, calmly

and deliberately. Open and close doors for them. Offer assistance with their seatbelts. Escort them to their door if they are unsteady on their feet. Carry any luggage or shopping for them, no matter how light it may seem to you. When assisting from a vehicle, never pull an elderly person by their wrists. Place your hand in the small of their back and ease them towards you. Ensure they are steady on their feet before you leave them. Always show elderly customers the currency note they have given to you and count out their change to them.

Children

Taxi drivers deal with children on a daily basis. Those accompanied by an adult are usually less of a problem (unless they are misbehaving and their parents are ignoring their actions). Unaccompanied children, such as those carried on school runs may be in need of assistance.

Bear in mind that some children may ask you to take them to a different destination to that displayed on your data screen, always check with the controller. Children must wear seat belts it is your legal responsibility to ensure children 14 and under wear a belt. Activate your child locks. If you get to know a child well, address him/her by name, just as you would an adult. Remember they could become a regular, adult customer! If a child is misbehaving and is unaccompanied, speak firmly there is no need to shout.

The Deaf

Bear in mind that you wont know that someone is deaf (unless they tell you) as there are no visible signs. If you think this may be the case make sure you look at the person when you speak to them (in case they lip read) and speak relatively slowly and clearly. Do not shout!

The Blind or Partially Sighted

Speak as you approach to avoid startling them. Your voice will also guide them towards you.

Someone who is completely blind will carry a white stick. If you wish for a blind person to follow you, ascertain if it is their wish to be guided by you do not simply grab hold of their arm. When approaching steps, say whether they run up or down and how many there are.

The Mentally Handicapped

People with a mental handicap may have difficulty in conveying what they want or making you understand them, as their vocabulary may be limited. Be patient. They normally know what they want but may need time to cope with the situation. More and more mentally handicapped people are travelling by taxis to day centres, hospitals and drop in centres look after them.

Foreign Visitors