Firstly, may I thank all of the 1000 drivers
who showed faith and voted for me at the AGM.
As you know, for the past number of years I
have been doing many jobs including Drivers
Operations. I hope that the drivers who had
reason to contact me were satisfied with the
help, even if my return call was late into
the evening!
Following a Board reshuffle, I
am now running the Complaints Department
while Driver's Operations is handled
elsewhere. Drivers Ops also includes
Roman Way, so your queries regarding
terminals and signals should be directed to
Keith, Shelagh or Allan Evans.
The Complaints Dept obviously
involve drivers, so if you need to contact
me, my extension is 555. I will be in the
office for 2 days a week to answer your
queries - probably Mondays and
Tuesdays.
Attitude and Email
Addresses
I know work is still fairly slack
and drivers can get stressed, but this is no
reason for some of the driver's attitude
problems towards clients. These clients are
your regulars, the ones who call every week
throughout the year, not the once a year
pickups off the street. We need to give
these regular clients a superb service, so
that those using other radio circuits are
jealous and want to transfer their account
to us.
Changing tack, I would like to
collate a list of drivers email addresses.
This would enable us to inform drivers of
any special projects at short notice,
whether you are out working or not. It would
also enable other Board Members to contact
you with changes in the Society or data
system. If you would like to assist us, send
your email address to driversops@dialacab.co.uk
. Messages will be looked at daily and added
to the driver's database in the IT
department. The list will also be available
to
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supervisors in the Call Centre;
this will enable them to leave work related
messages when you are
not working. It could also be
used to make sure
you do not miss out on any offers made to DaC
for it's drivers and to keep you
informed
of events that are
forthcoming. Dial-a-Cab will not use
this list for advertising from third
parties...
We are the leaders in technology
within the licensed taxi trade and we'd like
to use all available resources to keep you
informed.
Complaints Procedure
Drivers often ask me how the DaC
Complaints procedure works, so I will try to
explain...
When I receive a complaint, I
look to see if the facts are correct and then
produce a copy of the daily log sheet and the
job. If these items lead me to believe a
complaint should be issued, it is then sent
out to the driver. At this point, the
complaint is one sided and it is not until you
return a written reply that I can try to
ascertain who was at fault. If I believe that
the driver is not to blame, then I will
contact the complainant and fight the driver's
side.
I get clients who say to me that
I will always stick up for our driver and then
I get drivers telling me that I will always
stick up for the client because I do not want
to lose an account!
Obviously, there is some truth in
the last part of that statement; I do not want
to lose any accounts, but neither do I allow
clients to abuse drivers. Quite often you can
talk to both parties and an agreement is
forthcoming. It could also be that I think the
evidence is
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in favour of one side and I
will make that clear to the other.
Because of my change in job
within the Board, I do not know if
my contacts will still be able to offer us
free or reduced tickets for shows and
television programmes. If they contact me, I
will obviously pass on the information.
Dial-a-Dream and DaC's
Santa Clause
As the Chairman of Dial-a-Dream,
I'd like to thank Keith D'urso (M57) for his
wonderful Christmas charity collection when he
dressed up as Santa Claus (Feb Call Sign). I
would also like to thank the Call Centre's
Evening Shift Supervisor, Theresa French and
her telephonists, for their collection.
All of the monies collected go towards helping
to make dreams come true for children
suffering with life threatening and life
limiting illnesses.
In the coming year, Dial-a-Dream
will once again be organising another 2 golf
tournaments, these will be held at The
London Club (date to be advised) and the West
Essex golf club on 1st September 2003.
Going to Florida?
If your children are pushing you to
take them to Disney World, Florida, why not
try one of
the Dial-a-Dream villas? The charity has a
2-bedroom/ 2-bathroom villa for 4/5 people
with spa and swimming pool or a
4-bedroom/2-bathroom villa for 8/9 people with
swimming pool. Also due for completion
in September is a 6 bedroom/ 5 bathroom villa
with swimming pool. You can view the
properties on www.thedreamvillas.com or you
can see them on BBC1 28th March at 11am in Big
Strong Boys. We can also arrange your flights
and car hire.
For further details contact Bob
on 0208 530 5589 for rates and availability.
You can see our story on
www.dial-a-dream.co.uk .
Tom Whitbread
DaC Complaints Dept
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