Taxi Driver Online

Derby Evening Telegraph

September 4, 2007 Tuesday

Training results in customer care gains for taxi company

A Doveridge firm is moving up a gear after encouraging staff, aged from 24 to 78, to complete an NVQ training programme.

Family-run Dovelin Cars, took advantage of support from the Learning and Skills Council that helps businesses identify skills gaps and source appropriate training solutions.

Dovelin employs 10 people, most of whom have now completed the NVQ Level 2 in road passenger transport.

The training, which had a focus on special-needs transport, was tailored by GoSkills - the Sector Skills Council for Passenger Transport - and provided by Leicester College.

One of the successful employees is 25-year-old Alison Waring. Alison, who has a learning disability, completed her NVQ Level 2 to gain her first-ever qualification. This achievement will help her in her role as an escort for disabled children travelling with Dovelin Cars during the school run.

Alison said: "I'm pleased I did the course. It was quite a lot of work but I feel more confident now, as I learned about safety issues and what to do in different situations."

Another employee, 78-year-old Norman Whittingham, was initially sceptical. Lifelong driver Norman has worked with Dovelin for more than five years.

He said: "I surprised myself. I think the training is a good thing because it makes you aware of the responsibilities you've got and what you need to be able to do."

Proprietor Karen McCartin, who runs Dovelin Cars with her mother, said: "This programme has made a real difference.

"We have two disabled access vehicles, 60 per cent of our business is contract work with special needs and there is more emphasis on best practice, so we wanted to raise our skill levels.

"It has increased the confidence of staff and made them more aware of situations they may face at work. Awareness of customer care has improved greatly as a result of it."

Paul Fleming, East Midlands business adviser for GoSkills, said: "There has been a significant outcome from this training and it has also had a positive impact on the lives of the individuals. Learning has to complement the operational needs of the company and in this case it worked extremely well."

Stewart Cook, regional skills development manager, of the Learning and Skills Council, said: "This is an excellent example of how training can help an organisation.

"Developing your workforce, from the most basic to the most advanced skills training and from practical and language skills, to business skills really does make an impact on business competetiveness."

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