| Select Training Modules and Sample Topics from TCS |
Introduction and Company Orientation*
Drivers’ & chauffeurs’ responsibilities. Interest and skills. Career options. Company history, philosophy and mission. Equal opportunity. Facility. Driver contracts. Driver’s qualifications, license, record and background requirements. Taxicab checkout / in. Loading fares and operating the meter. Lost property. Prohibitions on drugs and alcohol. Accident reporting. Account Trips and vouchers. Credit cards. Working with dispatch and accepting calls. Radio and radio codes. Best dispatch locations.
Ground Transportation Regulations*
Detailed city, county, state and federal ground transportation regulations and procedures on companies, drivers, vehicles modes, service provisions, etc. Airport regulations and procedures. Reasoning and history behind regulatory requirements. Completing required paperwork.
Area Airport Regulations and Procedures*
Airport rules and regulations. Who can load. Where and how to load. Holding area procedures. Flow of traffic at airport. Vehicle and driver requirements. Consequences of procedural violations.
Driver Professionalism and Customer Service
Elements of quality service in transportation. What customers want. Driver and vehicle appearance and hygiene. Customer service techniques. Communication skills. Developing repeat business. Handling difficult customers / aggression. Different versus difficult versus dangerous people. Cultural diversity, tolerance and sensitivity. Sexual harassment. Importance of and approaches to health and handling stress. Maintaining a good attitude, managing stress and anger. Exceeding customer’s expectations.
Driver Business Skills and Entrepreneurialism
The essential business and attitudinal skills needed for independent contractors and commission drivers to be successful. Sample topics include: Understanding independent contractor versus employee status and the advantages, disadvantages and requirements of each. Budgeting and tracking expenses via manual or software methods. Income taxes and other taxes. Types of insurance. Responsibilities for vehicle condition and maintenance. Lowering fuel costs. Work strategies to maximize revenues. Increasing services offered. Developing repeat customers. Marketing and sales.
Map Reading and Effective Routing
How to use maps and road networks, navigation devices and effective routing. Sample topics include: About maps and indices. Types of and uses for maps. Using navigational devices. Locating addresses. Types of roads and road signage. Effective routing using maps and navigational devices. Mistakes to avoid. Errors to watch for. Back streets. Using other important locational resources.
Local Geography: Knowing and Appreciating the Area*
Sample topics include: Knowing and appreciating the area, history and culture. Business and industry. Sports and arenas. Interesting facts for fun and increasing income. Local neighborhoods. Local roadways and thoroughfares. Visitor information. The local chamber and visitor’s bureau. Hotel / motel locations and procedures. Travel attractions. Taxi stands. Other important locations and procedures. Best times and locations to work. Locating entertainment, shopping, and dining venues. Driving and walking tours. Interacting with customers on location information. Resources for visitors and drivers.
Driver Security and Crime / Terrorism Prevention
This is a comprehensive module covering techniques for avoiding and responding to crimes and related material. This module is one of the most favored by experienced and new drivers alike. TCS has taught this module to more than 1,000 drivers and has received rave review from experienced drivers and dispatchers, and we are certain this program has saved many drivers’ lives. Sample topics include: Overview of driver security and crime prevention approaches. Types of attacks and their statistics. Planning ahead. Prevention strategies. Handling money. Avoiding car jackings. Precautions with passengers Evaluation of pickup locations and potential passengers. Recognizing and handling problem passengers and situations. Step-by-step procedures for prevention and reaction. Problem destinations. Gangs. Terrorist tactics. Driver suspicion and emergency codes / procedures. Responding to emergencies. Assisting public / public safety. Working with dispatchers and the police. Optional material on specific safety equipment including shields, digital cameras and Global Positioning Systems (“GPS”). Using equipment to prevent crime, not just react. (Please see our limit of liability concerning this content.)
Safe and Defensive Driving for Professional For-Hire Drivers
This module emphasizes safe and defensive driving targeted to professional for-hire drivers. Sample topics include: Driving and existing customers. Driving and potential customers. Defensive driving definitions and practice. Going beyond defensive driving. Skills of non-professionals versus professional drivers. Recognizing potential hazards. Making up for other’s mistakes. Distractions and distracted driving causes and dangers. Cell phones, drowsiness and other leading distractions. Proper following distance. Intersections/crossing traffic. Develop good driving habits. Road rage, how to avoid it in you and others. Avoid anger and angry driving. Residential neighborhoods and their specific dangers.
Assisting Passengers with Special Needs
This module emphasized the essential passenger assistance and sensitivity skills needed by all for-hire drivers. (Wheelchair accessible vehicle drivers will need additional training.) Topics include: Categories of special needs passengers. Americans With Disabilities Act, overview and for-hire requirements. Sensitivity to disabled passengers. Communicating with special needs passengers. Assisting hearing and speech impaired. Assistance aids. Service animals and ADA regulations. Assisting the seeing impaired. Assisting the mobility impaired. Assisting / handling wheelchairs. Epilepsy and seizures. Universal precautions and bodily fluids. Spill kits.
Vehicle Inspection and Condition
Pre-shift vehicle inspection. Equipment and supplies. Emergency / weather equipment. Life Hammers and seat belt cutters. City and state vehicle safety requirements. Driver responsibility in problems and maintenance. Customer perceptions of unsafe vehicles.
Drug and Alcohol Free Workplace Training
No individual should perform a sensitive safety function if he or she has not received training on the consequences of drug and alcohol use and the company’s drug and alcohol free workplace policy. This training will include the consequences of drug abuse and alcohol misuse and its effects on the covered person’s personal life, health, safety and work environment. Managers that make reasonable cause testing decisions will have received a two-hour training program: one hour on drugs and one hour on alcohol. Management training will include training on the physical, behavioral, speech, and performance indicators of probable drug abuse and alcohol misuse. Sample for-hire drug and alcohol policy included with this training.
* Indicates modules that require local content. For this content, TCS can provide samples, consulting assistance and/or custom design work.
Please call TCS at 888.827.8271 or e-mail sales@tcsconsultants.net for information on other training programs such as dispatcher, staff and train-the-trainer programs.
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