Search Results

Customer Service (Including School Run)

Introduction to CPC. Information showing how to recognise and deal with Stress / Pressure. Case Studies & Discussion on Road Rage. The School Run - Dealing with minors, children, general public, challenging behaviour, disabled, mentally impaired. Explainations of Emergency Procedures: Vehicle Evacuation, Accidents, Fires, First Aid Kit Contents & Touch on Basic First Aid. Information about your company image & Professionalism.

Weekly

An Understanding of Passenger Transport Operations, Passenger Rights & Safety

Development of Customer Awareness: Working with Children, Disabled, Elderly & Attendends. Behaviour Management Issues & Resolutions. CRB Checks Explained.

Monthly

Taking Care of the Driver - Risk Assessment, Manual Handling

The use of PPE - prevention of physical risks to the driver. Explainations of how healthy eating + exercise can improve health. Discussions regarding substance abuse, fatigue and stress management.

Monthly

Improving Customer Relations through Communication Skills

Helps develop effective communication skills. Improving Communication with managers, passengers, drivers. Carrying out Daily Vehicle Checks. Improving Written Communications, paperwork, forms, written statements. Time Management. Teamwork.

Monthly

Health & Safety and Basic First Aid

How to administer Basic First Aid. Health & Safety at Work. What to do if things go wrong. Accident prevention.

Upon request

Vehicles & Drivers

This course focuses on extensions of already existing Customer Skills: Procedures, handling complaints/issues, children, groups. Information on Tachographs (Analogue + Digital). Vehicle checks + defect reporting.

Upon request

Customer Care

Information on Customer Awareness: different demographics, Customer Treatment: What different customers expect to ensure safe and happy travel. Discussion and Role Play to flag up any issues.

Upon request

Disability Issues

Raising Disability Awareness. Helping drivers to understand the issues of the disabled.

Upon request

Duty of Care

Key Skills of Money Handling. Awareness of compliance of Medical Disclosure including 'What If' scenarios. General review of Road Signs. Raise Awareness of Disability Discrimination. First Aid including appointed person certification.

Weekly

Customer Care & Company Image

Discussions about Customer & Driver Image. Illegal Substances / Immigrants - What to do etc. Dealing with Special Needs Customers. Drivers Role.

Monthly

17 September 2010

29 October 2010

12 November 2010

30 December 2010

Theory of Professional Bus & Coach Driving

Safe loading and comfort of passengers. Safe loading of luggage. Lifting procedures / Manual Handling. Regulations controlling carriage of passengers and luggage. Drivers Role. Economic / Environment.

Monthly

16 September 2010

28 October 2010

11 November 2010

02 December 2010

Actions in an Emergency / Drivers Response Training

Introduction to First Aid and First Aid Equipment. Actions in an emergency including practical casualty resuscitation skills and summoning assistance. Recognising and Treating Shock. The Effects of drugs and lifestyle. Recognising and treatment of: Electric Shock, Carbon Monoxide Poisoning & Choking.

Monthly

Working Relationships (Improving and Maintaining)

Evaluation of Drivers Role. Discussion on what drivers find difficult with relationships. Outline of language and communication. Conflict Management with use of C.A.R.P system. What is good customer care. Managing others, defusing language and body language. Role play scenarios.

Upon request

Disability, Diversity and Equality in the Work Place

DAA 1995 + 2005 - Legal Implications. Understanding others and the Benefits of diversity. How to meet expectations of current regulations / legislation. Co-operative and Inclusive Language.

Upon request

Manual Handling & Customer Care

Safe lifting techniques. Explanation/Discussions about Customer Care covering Dealing with Disabled, Special Needs, Children and Difficult Passengers. What each Customer expects. Various ways to handle conflict and conflict resolution.

Monthly

Customer Service for Bus and Coach Drivers

What is customer service. First impressions. Driver qualities. The driver benefits from good customer service. Disability. Diversity. Communications.

Monthly

23 September 2010

28 October 2010

22 December 2010

Customer Care + The School Run

Demonstration of an ability to adopt behaviour to enhance the image of the company. Working Relationships with customers and colleagues. Customers expectations. Effective Communication. A guide to managing conflict. Practical solutions through notes, handouts and a questionnaire to overcome barriers and 'Maintaining the relationship'. Legislation relevant to The School Run. Drivers and others responsibilities for the school run. Conduct regulations. Risk assessments. Dealing with emergency situations. Driver distractions. Dealing with difficult behaviour.

Upon request

Driver as Ambassador

Handling conflict, managing difficult situations and dealing with complaints. Stress/Road rage prevention and management. Effective communication skills and understanding body language. Creating the right impression and promoting the image of the transport industry.

Monthly

Fit to Drive? - Alcohol, Drugs and Driver Welfare

Providing drivers with guidance on their fitness to drive, licence conditions, medical restrictions and the affect of alcohol, drugs and other substances. The role that diet and exercise play in driver welfare.

Upon request

Fit to Drive? - Alcohol, Drugs and Driver Welfare

Providing drivers with guidance on their fitness to drive, licence conditions, medical restrictions and the affect of alcohol, drugs and other substances. The role that diet and exercise play in driver welfare.

Upon request

Customer Service for LGV Drivers

What is customer service. First Impressions. Driver qualities. Benefits to driver of good customer service. The Customer. Communications.

Monthly

23 September 2010

28 October 2010

22 December 2010

Driver Essential Knowledge - Modular Course

Customers may choose 2 of the following 6 3.5 hour modules to make up a 7 hour course.
Fuel Efficient Driving - The module covers the main ways a driver can save fuel for his organization at all stages of the transport operation.
Emergency First Aid at Work for Drivers - Introduces drivers to the basics of first aid in the context of professional driving. It includes some practical work.
Customer Services - This module covers the basics of customer service that relates to all drivers, including communication, how to deal with difficult customers, and developing the "win, win" situation.
Health and Safety - Covers the main things that drivers need to know about health and safety, including introduction to risk assessment, slips, trips and falls, working at height and manual handling.
Drivers Hours - This module outlines the main points of the Drivers' Hours and Working Time legislation and is a must for all professional drivers.
Digital Tachographs - All the main points of digital tachograph use are covered in this module. Includes use of digital tachograph simulator for exercises.
Price is daily rate of £595 + VAT + £18.75 per person
(Please add £18.75 per person to price showing below)

Upon request

Customer Care

CPC introduction. Secure loads, risk assessment, manual handling, safe working practices. Dealing with challenging behaviour. Identifying road rage and dealing with it. Transportation of hazardous chemicals. Legislation and compliance. Drawbars + coupling techniques. Company Image and Customer Care

Monthly

Disability Awareness / Customer Relations / Driver Safety

Disability awareness. Customer relations. Driver safety.

Upon request

Driving & Vehicle Responsibilities

Risk awareness, Incidents & Emergencies - Procedures to be followed for - vehicle breakdown, RTA's, vehicle fire, ill or distressed passengers, unruly passengers, suspect packages. Safe driving of Buses & Coaches - Criteria for effective driving practice & skills, Customer expectations & benefits.

Monthly

Conduct & Best Practice

Customer Service - Benefits of good customer service, communication & positive working relationships. Dealing with difficult customer situations. Disability Awareness - Legislation, Disability impairments, Disabilities & the barriers they present. Fit for the road - Healthy eating, work / rest cycles, personal fitness. Fit for the road - Alcohol & Drugs - Law relating to both, effects, consequences and penalties.

Monthly

Health & Safety, Road Risk, First Aid

Health & Safety, Road Risk, Hazard Perception / Highway Code, First Aid - Role of first aid, assessing situations, summoning help, conscious & unconscious casualties. First Aid - CPR - Adult, child, infant, secondary survey of casualty. Manual Handling - Risk assessment procedures, Identifying the need for assistance or equipment, posture, safe lifting and moving techniques.

Monthly

Diversity & Equality for Vocational Drivers

Customers with special needs. Disability Discrimination Act 1995. History of Disability. On board safety. Customer information and interaction. Our customers - who are they? Our customers needs. Developing repeat business. Wheelchairs and there stowage. Access lifts and ramps. Novo Virus - prevention and cleaning.
Price shown is based on the maximum of 12, if there are more or less than 12 delegates, please contact us for a quote.

Upon request

Customer Service for Vocational Drivers

First Impressions. Creating the right impressions. Communication skills. Representing your organisation. The value of repeat business. Respecting client confidentiality. Problem solving. Handling complaints. Creating positive feedback. Parting as a friend.
Price shown is based on the maximum of 12, if there are more or less than 12 delegates, please contact us for a quote.

Upon request

Company Image & Customer Awareness

What is company image. Basic customer service. Benefits to company and how it can benefit the driver

Upon request

Theory of Professional LGV/HGV Driving

Safe loading, lifting procedure and manual handling.Regulations controlling the carriage of goods. Economic environment.

Upon request