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The Northern Echo
April 24, 2007
HEADLINE: FROM A TO Z, TAXI DRIVERS WILL BE MINDING THEIR PS AND QS
By Karen Westcott
TAXI drivers will be watching their language after taking a course in customer care.
The 45 cab drivers, from Middlesbrough's Boro Taxis, are the first in the region to gain the national qualification in how to treat people, health and safety, and taxi cab laws and regulations.
As part of the level two Btec award in Transporting Passengers by Taxi and Private Hire, they were educated in everything from dealing with the disabled, assisting the elderly, pacifying aggressive men and coping with drunk women.
They were among the first in the country and were the first in the region to sit the exam, which is designed to enhance customer service and driving standards for the passenger transport industry.
John Moon, manager of Boro Taxis, said the results of the course had been phenomenal and the firm's remaining 300 drivers were now all set to complete it. He said while the drivers were well-mannered before, it had reinforced the importance of first impressions, and improved team spirit.
"We can definitely see a difference in our drivers, " said Mr Moon. "They are much more knowledgeable and they have pulled together as a team a lot more. It's taught them how to act and how to come across to people.
"However, it's also educated them in how they have to be careful about the situations they place themselves in - as well as reminding them about the laws and regulations they work within." But Mr Moon, who took part in the course with Middlesbrough Borough Council's licensing officer, said some drivers had exam jitters.
"Some of them hadn't been in a classroom for 25 years and hadn't sat an exam in a long time, so they were understandably nervous, but everybody passed, " he said.
"The Act of Law governing hackney carriages is from 1847, which is ludicrous, so it is about time qualifications of this nature were dragged into the 21st Century."
The taxi drivers volunteered about 70 hours of their own time to take the course, which was delivered by The North-East England Tourism Academy - a partnership between the North East Chamber of Commerce, Northumberland College, and Northumberland Training Agency.
Middlesbrough Mayor Ray Mallon congratulated the drivers after presenting them with certificates. He said: "Taxi drivers are often the first person a visitor sees and first impressions are vital, so to see these taxi drivers passing this qualification is excellent news for Middlesbrough.
"This qualification reinforces to people that they can feel relaxed and confident that taxi drivers are doing their job properly, and they are doing it well."
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