TLPA Taxicab Driver Enhancement TLPA Taxicab Driver Enhancement ProgramProgram

Modeling Customer Service ImperativesModeling Customer Service Imperativestoto

Maximize Operator SuccessMaximize Operator Success

Gene HauckGene HauckMeterStreet, LLCMeterStreet, LLC

AGTA Conference PresentationAGTA Conference PresentationSeptember 2011September 2011

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Presentation OutlinePresentation Outline

• BackgroundBackground

• Program ObjectivesProgram Objectives

• Courses and lessons includedCourses and lessons included

• Testing and certification of successful completionTesting and certification of successful completion

• Schedule and program availabilitySchedule and program availability

• Program evaluation and enhancementsProgram evaluation and enhancements

• Summary of program advantagesSummary of program advantages

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Modeling proper performance develops personal integrity and identity with Modeling proper performance develops personal integrity and identity with taxicab driving as a profession. taxicab driving as a profession.

Customer service imperatives: something that demands attention or action; Customer service imperatives: something that demands attention or action; an unavoidable obligation or requirement; the basis for development of an unavoidable obligation or requirement; the basis for development of minimum standards.minimum standards.

• What What isis the minimum standard? the minimum standard?

• Can we improve the independent Can we improve the independent contractor business model?contractor business model?

• Can regulatory compliance be made Can regulatory compliance be made easier?easier?

• How can we improve the taxicab How can we improve the taxicab passenger’s experience?passenger’s experience?

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Program Objectives:Program Objectives:• Improve customer serviceImprove customer service

• Make the driver a successful businessMake the driver a successful businessoperatoroperator

• Create a conduit for effective regulationsCreate a conduit for effective regulations

• Provide an educational program that is low-cost Provide an educational program that is low-cost and easily accessibleand easily accessible

• Create a structure for monitoring drivers’ Create a structure for monitoring drivers’ compliance compliance

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Introduction and AssessmentIntroduction and Assessment

The program begins with an introduction that includes The program begins with an introduction that includes an assessment of the driver’s ability to communicate in an assessment of the driver’s ability to communicate in English and understand currency values.English and understand currency values.

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Course Listing:Course Listing:• Operating as an Independent ContractorOperating as an Independent Contractor

• Professional Service DeliveryProfessional Service Delivery

• Passenger Relations and Effective Communication SkillsPassenger Relations and Effective Communication Skills

• Driver Safety and HealthDriver Safety and Health

• Basic Passenger Rights and Driver Service ResponsibilitiesBasic Passenger Rights and Driver Service Responsibilities

• Defensive DrivingDefensive Driving

• Local Matters of Concern for DriversLocal Matters of Concern for Drivers

• Driver Business, Operations, and Financial ManagementDriver Business, Operations, and Financial Management

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

• Individual Course Tests and Certification of Individual Course Tests and Certification of CompletionCompletion

• Schedule/Projected Program AvailabilitySchedule/Projected Program Availability

• Program Feedback, Assessment,Program Feedback, Assessment,Evaluation and EnhancementEvaluation and Enhancement

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program

Summary/Program AdvantagesSummary/Program Advantages

• Program presents basic knowledge that every Program presents basic knowledge that every successful driver should have.successful driver should have.

• Assessments and tracking through the LMS provide Assessments and tracking through the LMS provide managers with needed information for objective managers with needed information for objective evaluation of their workforce – and documentation.evaluation of their workforce – and documentation.

• Drivers are made aware of what it means to be an Drivers are made aware of what it means to be an independent contractor – and how that differs from independent contractor – and how that differs from being an employee.being an employee.

• The program will provide for improved The program will provide for improved customer customer serviceservice and and safetysafety. .

TLPA Taxicab Driver Enhancement ProgramTLPA Taxicab Driver Enhancement Program