Taxi training programs to help improve service quality

A mandatory training programme for new applicants for taxi driving licences and a self-learning programme for existing taxi drivers will be launched by the Transport Department to further improve the taxi service quality in Hong Kong.

Proposed in accordance with the recommendations of a review conducted by the Transport Advisory Committee (TAC) and developed by a consultant commissioned by the department, both training programmes will focus on five aspects including customer service, basic Putonghua and English communication skills, knowledge about destinations and routes, taxi regulations and Road Users Code as well as safe driving habits.

The 12.5-hour mandatory training programme will be given in the form of lectures and peer discussions, and attendants will be assessed at the end of the programme. For self-learning programme, audiotapes, CDs, videotapes and VCDs will be made available to help drivers improve their knowledge.

Introducing the proposed programmes at a press briefing held today (May 10), the Chairman of the Quality Taxi Service Steering Committee (QTSSC) Mr Jeffrey Lam said that the proposals had gained the support from the Committee.

"These two programmes serve to enhance taxi service quality through imposing compulsory requirements on the one hand, and offering flexible ways for self-improvements on the other," added Mr Lam.

"The introduction of a mandatory training programme which requires legislative amendments will be realized after the department consults the trade later this year on the detailed proposals," said Mr Lam.

In addition to the training programmes, a set of uniform service standards to guide and remind taxi drivers to provide quality service will also be introduced.

Taxi drivers are advised to

	Keep their appearance clean and tidy;
	Keep the car compartment clean and comfortable;
	Be polite to passengers;
	Give exact change;
	Use the most direct route or the route specified by passengers;
	Be proactive in providing assistance to passengers;
	Provide a safe and smooth ride; and
	Strictly adhere to taxi regulations.

"We find it a good idea to incorporate these service standards into the taxi drivers training programmes. They will be publicised in a new taxi service guide to be published by the end of the year," said Mr Lam.

Chaired by a TAC member and comprising representatives from the Transport Bureau, Transport Department, taxi trade, District Councils, Hong Kong Tourist Association and Consumer Council, the QTSSC was set up in May last year to steer and oversee the delivery of various taxi service improvement projects including the training programmes, the Study on Improving Taxi Service Quality, taxi newsletter and the Quality Taxi Driver Award Scheme 2000.

End/Wednesday, May 10, 2000

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