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TLPA Taxicab Driver Enhancement Program

TLPA Taxicab Driver Enhancement Program. Modeling Customer Service Imperatives to Maximize Operator Success. Robert McBride TLPA President 2010-2011 Gene Hauck MeterStreet , LLC IATR Conference Presentation September 2011. TLPA Taxicab Driver Enhancement Program. Presentation Outline

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TLPA Taxicab Driver Enhancement Program

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  1. TLPA Taxicab Driver Enhancement Program Modeling Customer Service Imperatives to Maximize Operator Success Robert McBride TLPA President 2010-2011 Gene Hauck MeterStreet, LLC IATR Conference Presentation September 2011

  2. TLPA Taxicab Driver Enhancement Program • Presentation Outline • Background • Program Objectives • Courses and lessons included • Testing and certification of successful completion • Schedule and program availability • Program evaluation and enhancements • Summary of program advantages

  3. TLPA Taxicab Driver Enhancement Program Modeling proper performance develops personal integrity and identity with taxicab driving as a profession. Customer service imperatives: something that demands attention or action; an unavoidable obligation or requirement; the basis for development of minimum standards. • What is the minimum standard? • Can we improve the independent contractor business model? • Can regulatory compliance be made easier? • How can we improve the taxicab passenger’s experience?

  4. TLPA Taxicab Driver Enhancement Program • Program Objectives: • Improve customer service • Make the driver a successful business • operator • Create a conduit for effective regulations • Provide an educational program that is low-cost and easily accessible • Create a structure for monitoring drivers’ compliance

  5. TLPA Taxicab Driver Enhancement Program Introduction and Assessment The program begins with an introduction that includes an assessment of the driver’s ability to communicate in English and understand currency values.

  6. TLPA Taxicab Driver Enhancement Program • Course Listing: • Operating as an Independent Contractor • Professional Service Delivery • Passenger Relations and Effective Communication Skills • Driver Safety and Health • Basic Passenger Rights and Driver Service Responsibilities • Defensive Driving • Local Matters of Concern for Drivers • Driver Business, Operations, and Financial Management

  7. TLPA Taxicab Driver Enhancement Program • Individual Course Tests and Certification of Completion • Schedule/Projected Program Availability • Program Feedback, Assessment, • Evaluation and Enhancement

  8. TLPA Taxicab Driver Enhancement Program • Summary/Program Advantages • Program presents basic knowledge that every successful driver should have. • Assessments and tracking through the LMS provide managers with needed information for objective evaluation of their workforce – and documentation. • Drivers are made aware of what it means to be an independent contractor – and how that differs from being an employee. • The program will provide for improved customer service and safety.

  9. TLPA Taxicab Driver Enhancement Program Points of contact: TLPA Al Lagasse Chief Executive Officer 301-984-5700 info@tlpa.org AAAE Jim Martin Staff VP, ANTN Special Projects 703-824-0500 x166 Jim.martin@aaae.org MeterStreet, LLC Gene Hauck Russ Hauck 407-257-4653 rhauck@cfl.rr.com

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