&1J4~ - City of Glendale

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City of Glendale
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Special driving skills needed when transporting passengers.
1/1 Special driving skills needed when driving in periods of rain and or unseasonable weather.
During the behind-the-wheel training program, the trainee, under supervision, does all.service
driving, all paperwork and all radio communications. Throughout the training program the G&S
driver trainer is continually evaluating the performance and personalities of candidates in an effort
to recognize the individuals who have the best chance to succeed. The behind-the-wheel portion of
the training program can be a very useful mechanism for screening those individuals not suited to
provide taxicab service.
The training period may be extended if necessary to meet the individual needs and demonstrated
ski lls of the new driver. During the span of time, the trainer completes a Driver Evaluation Form for
th.e new driver, and meets with the new driver and the General Manger at the end of this training
phase to discuss the evaluation. Any deficiencies are noted and must be corrected before the driver
is authorized to operate without the trainer on board. G&S has demonstrated that it can meet the
training standards established by the client and the State of California. The company uses materials
based on the National Safety Council, Rural Transit Assistance Program, and the Transportation
Safety Institute, another assurance that only the most qualified and knowledgeable operators are
placed behind the wheel.
Customer Service
It is our belief that the foundation for excellent taxicab service is excellent customer service. The
standard of excellence must be set at the highest levels of the organization and that standard must
be meaningful and adhered to. We believe not only in external customer service, but intemal
customer service. The objectives of the training are:
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To build awareness of the importance of excellent "guest" service - to the riders, to the
organization and to the guest services provider.
• To refine skills and confidence to meet and, whenever possible, exceed the guests' personal
and practical needs for public transportation services.
• To create understanding that excellent service requires through preparation, effective
customer interaction, and timely (ollow-throu~h activities
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To build skills that provide consistent and balanced everyday service excellence. To build
skills to better deal with difficult, unexpected, or challenging situations. To demonstrate the
critical importance of the teamwork to meet or exceed customer needs.
To encourage the initiation of (and follow-through on) ideas to reach and sustain excellence
in customer service.
In all program content, to develop skills and commitment, and to transfer both to the job.
Supervisory Ava ilability and Responsiveness
G&S heavily emphasizes field support and has Service Quality Supervisors for responding to field
needs. Service Quality Supervisors observe operators for adherence to safety, regulatory and
contractual requirements, timeliness and dependability and overall quality in service delivery.
Observations are a mix of "observed" and "unobserved" and often are in combination (unobserved
folrowed by observed). In the unobserved, the operator is not aware of the supervisor. The
observed checks fall into two additional categories: onboard and not on-board. In the on-board
observation, the supervisor (or Usecret shopper") actually rides with the driver in actual service.
Other observed checks are at common pickup or drop-off locations.
Formal reports of observations will be made and maintained, with appropriate report information
communicated to the driver. In addition to assigned Quality Service Supervisors, management also
G&S Transit Management, Inc. ~age 43