Customer Service
Do you carry out assessments on your driver's ability to provide an exemplary service to your customers?
This is a common tool that is used in different ways through different business to ensure that the service provided is of high quality and satisfaction, If you do please select yes, if not please select no
Do you have a policy relating to 'Meet and Greet' bookings?
yes / no
Do you have a written Code of Conduct drivers must adhere to?
Regardless of whether your organization is legally mandated to have a code of conduct (as public companies are), every organization should have one. A code has value as both an internal guideline and an external statement of corporate values and commitments.
A well-written code of conduct clarifies an organization’s mission, values and principles, linking them with standards of professional conduct. The code articulates the values the organization wishes to foster in leaders and employees and, in doing so, defines desired behavior. As a result, written codes of conduct or ethics can become benchmarks against which individual and organizational performance can be measured.
Is there a Dress Code drivers must adhere to?
Yes / No
i.e Drivers should be appropriately dressed. For example no use of unsafe footwear when driving (flip flops)
Are drivers made aware of their legal responsibilities under the Equality Act?
Drivers / Workers should be made aware of this through a training course or other means, do you as a company do this ( yes / no )
Do drivers of wheelchair access vehicles receive training in relation to the safe movement of wheelchair users into and out of the vehicle and the securing of both passenger and wheelchair?
Yes / No
an example of this training type is the MiDAS training
Do you have a procedure for managing lost/left property?
This procedure may be a logbook that involves police reporting alongside CCTV footage as an example.
Do you have a system in place to monitor vehicle/driver punctuality?
A driver tracking app / Self service driver app for example
Do you have a procedure to deal with customer complaints?
a control team being made aware of any reports / complaints for example.
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