Put yourself in the customers shoes

1. Put yourself in the customers shoes I rely on 247 Cars to help with my shopping The only people I see each week is when I go to bingo on a Friday night. I have emotional issues and need assistance to get to school I have an exam I am worried about my doctors appointment I have an important business meeting, I am a potential 247 Account customer I need to get on that train We really need a safe method of transportation to help us settle into Student Life 247 Cars helps me get home safely on a Friday night

2. Remember at 247 we are a team, working together to provide a positive service to our customers • Do not argue with customers, if we can resolve it in a positive way we will keep that customer • Be professional and complimentary of 247 Cars, apologise for lateness (even if you have only just got the job) • Ask the customer to check for their belongings • Do not make or take personal phone calls while the passenger is in the vehicle • Avoid conversations about politics or religion • Never ask passengers personal or private questions • Never refuse a hiring (no matter what the fare) • Flagging carries a £500 fine, a ban, 6 points and invalidations your insurance • At the end of each journey, thank the customer and wish them a pleasant day / evening • Politely request a review, if the customer has had a good experience.

3. You are the face of the company and should remain professional, polite and friendly at all times.Driver Customer Care Standards: • Always greet customers with a friendly welcome • Be clean, well presented. There’s no excuse for poor personal hygiene • No Smoking • Ensure you have a clean presentable car. • Perform a safety check before each shift starts • Do not use your car horn to get the attention of your customer • Knock on the door or ring the bell respectfully • Be helpful, always assist you passengers with luggage

4. Things you need to knowHow it all works • Generally jobs are giving to the next driver in a particular zone, however there are exceptions, during busy peak periods this is changed to nearest car to a particular job. • There are also some zones which are linked e.g Perry Hall, Pool Hayes and Ashmore Park, if a driver has been waiting more than 12 minutes any of these zones then that car will be first off in all three zones, this is to make sure drivers are not waiting for long periods in areas where we have work. This is the same for Alumwell, Birchills and Beechdale. • Only pick up the job you have on your screen.

5. IMPORTANT NOTE: Ghost Dispatches all Jobs not the telephone operator.Recovering Jobs • Jobs are sent to the nearest car. Only recover jobs if there is a genuine reason. Do not recover the job because you don’t fancy it, the customer will have to wait longer and you will get a 20 minute penalty where you will not be able to receive or bid for work, continue with the job you have. Remember these are your customers, cover the job today so you can keep it for tomorrow.

6. Bidding for work • This uses two methods simultaneously, firstly the fastest finger and secondly the nearest car, you have to be first position in both of these occasions to be successful on a bid. This is calculated over a 10 second period. Remember the PDA information is updated every 30 seconds so is not always live and accurate to the second. Be sure when you bid, recovering a job after bidding is highly unprofessional puts drivers in a bad light.

7. Waiting Times • You can not press the No Job on the PDA for a particular job without waiting the correct amount of time. That is 10 minutes for pre booked jobs and 8 minutes upon arrival of any other jobs. If the customer tells you they do not require the taxi any longer use the message icon on the app to let base know, remember the base will confirm with the passenger. Please only send one polite message as sending multiple messages quickly is rude and wont get you answered any quicker. • Pay particular attention before pressing no job feature on Pre-Paid App Jobs or Pre-Paid Card Jobs, this is because once no job has been processed the customer automatically gets a refund within 3-5 working days. Now if a driver has arrived at a job and has pressed the no job feature on a Pre Paid Job and then customer phones back and requires the taxi, the customers bank account will show that the fare has been taken out, however because the driver has pressed no job and the refund has automatically been issued this can cause confusion for our customers and they are very reluctant to make payment again and will most likely not use us again, as their online banking shows monies taken out.

8. Account Work • Account jobs are excellent jobs to get. They are paid on account and then deducted from your rent money every week, the period for your accounts to be deducted off your rent is Monday to Sunday(Midnight) any thing after midnight on Sunday will be deducted from the following weeks rent . Account jobs tend to be repeat, frequent bookings. The customers tend to be polite and trouble free. • Be Smart • It is mandatory to wear your uniform when you are at work. • Smart trousers, shirt and smart black shoes.

9. Reception Areas (Hotel and Business) • Go to the reception desk and politely ask for the passenger. • Be professional, do not interrupt the receptionist if they are on the phone or dealing with a customer. • Do not push in front of the queue. Wait respectfully. Driver Line • The driver line phone number is 01902 458 840 this is the only number you can call if you want to speak to the base for any issue. If you ring any other number the operator will either transfer you to the driver line or you will be told to call the above number so please do not waste your time by calling any other number. • The driver line is only used for queries on jobs and not to listen to any complaints please see complaints section in this document if you need to make a complaint. Our staff are here to help, swearing or harassing our staff will not be accepted and you will be called to a disciplinary.

10. Airports • When you take out an Airport Job do not take the return money from the customer. All returns must be paid in advance via card payment, inform the customer politely that this is the procedure when booking return journeys from the airport. Rents • Rents must be paid by 18:00 every Tuesday. Your money should be paid into the Payment Kiosk located at the entrance to the base room next to the Tea Vending Machine • The System will block you if you have not paid into the machine. The system works on a low balance scheme if you are showing any minus figure (even if it is 1 pence) the system will show you have a low balance and you will be unable to log on

11. If you get blocked what should you do?????? • If you have paid your rent for the previous week and you still get suspended, in most cases the drivers have made a error in judgement and they should visit the Payment Kiosk to see what there display balance is showing. • For example you pay a £90 for your rent every week and after you have been suspended for a low balance the machine is displaying £90.40. What this means is that the £90 is for next week however the £0.40 is from the previous week. In this instance you need to put £0.50 in machine to put yourselves into credit and the machine will within 5 minutes allow you to log on. • ONLY AND WHEN you have completed the above steps, and you can still not log on then you can phone someone in management.

12. Vehicle Signage • Stickers are compulsory in our company and they must me displayed like the pictures below. If your car does not have the complete set of stickers like below we will consider you as without stickers. Unknowingly to you when you join us we give you a discount of £10 off your rent when you have a complete set of stickers. • If we find that you have removed or altered any part of the stickers you will find your reduction has been removed without any notice. • Remember with Wolverhampton Licensing it is a requirement of the conditions that you must have them on and all the cars must be the same and you may only work for one company. (Magnetics are not allowed) • The rear should look like the picture below stickers on either side of the rear screen • The side door stickers should be displayed on both front doors like the picture above.

13. Some common complaints of drivers • Q. I was first and all the drivers below have gone on jobs. • A. A driver disappearing from a zone does not necessarily mean he has gone on a job, he could choose to go to a different zone to try his luck there, he could finish his shift and go home, he could be going on his school run. Please trust the System and the Management. ALL JOBS are giving out fairly. • Q. I was first in the zone and now I have moved to second position. • A.There are a number of reasons this can happen. I will list a few however there can be many this is just to give you a few examples. • A car can be in a different zone in which he has had a no pick up, this means he is top rank in that Zone • And this top rank will follow him to whichever zone he decides to go to until he is given a job. • Another example the system dispatches a job to a driver, shortly after the customer phones and cancels the job, the dispatcher will cancel the job and this will automatically give driver top rank. If the operator has took a call he/she will normally message the driver telling him what has happened. However if the job is booked via our App and the customer cancels the taxi from the APP then we have no control

14. Complaints • As an Organisation, Call Operator, Driver or Customer we don’t always get things right. Mistakes and misunderstandings will happen, it’s the way of the world. • What really matters is how we resolve the issue. • All Call Centre staff are trained to deal with customer and driver issues. Any issues with customers, we are here to help. What to do: • · Explain politely and calmly the issue • · Remember, we are a team and we will work together to resolve the issue. Remain professional at all times • · We take all complaints very seriously. If you feel as though you need to make a complaint we will need it in writing • complaints@247-247.net • We endeavour to reply to all complaints where

15. Agree • I have read and agree with the terms and conditions and that you understand them and that you agree to be bound by them. I also agree that the terms and conditions can be changed at any time and it is my responsibility to keep up to date with these conditions and these will be available online upon request. • Name:(Printed________________________________ • Signed:(Dated)________________________________ • Dated:_______________________________________

16. What I do if I want to leave • Please remember in the unlikely event you decide to leave us and you still are in possession of our equipment or services you are still duty bound to clear your rent. • Some of the things included in this is you have our PDA, you have our Sim Card or you have our Activation Code. • Your Notice can be given at any time and will start on the next coming Monday and the notice will be one week from that Monday. • Please fill in the this part and hand it in to a manager only • Date of Notice________________________________ • Date of First Monday___________________________ • Leaving Date__________________________________ • Handed in to__________________________________ • Intenal Use Only • Equipment Services Returned Date_________________________________________________________________