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THE BUSINESSES
IN CERTIFICATION
PROCESS ARE :
CLICK
HERE
TO
CONSULT THE
BUSINESSES IN
CERTIFICATON
PROCESS LIST
Archives
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Customer
service |
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Staff's
training related to the customers |
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Performance
of the service during the transport |
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Respect
of the environment |
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Documents
and information archiving |
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Tools to help businesses in the program implementation
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Customer service
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The
business who wishes to obtain its certification
will have to show that all the aspects related to
the following points are systematically applied
and respected :
The
reservation, bid, contract, payment policy and rescission
policy by the customer and the business, validation
of the itinerary, the libel written on the passenger
ticket applicable to some types of transport.
The application of each of these steps is clearly
defined.
For example,
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An
answer must be given within a three days delay
to all communications, such as phone call,
fax and correspondence, including the one
transmitted by E-mail. |
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An
emergency telephone service must be in operational
at all time.
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In
such case where a certified business is doing
business with a subcontractor, the business
must notify its customer verbally or in writing
5 days in advance that it will uses the services
of a subcontractor by providing the name of
the business and the bus' comfort class required
by the customer. The customer has three days
to accept or refuse the offer. |
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The program also provides, for some types
of transport, a welcoming and customer service
procedure for people with physical disabilities.
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At
least once a year, the business must do a
survey towards its customers to measure the
satisfaction rate.
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Implement a complaints treatment mechanism |
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Staff's training related to customer service
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Training
sessions are offered to all the staff in touch with
the customers
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The
training applies to the staff in direct relation
with the customers, to supervisors, business
executives as well as drivers. |
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Awareness
to the different aspects of the certification
program to which the business accede.. |
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Customer
service course |
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Drivers
receive a supplementary training especially
about first aid, defensive driving, and verification
steps before departure, driving and working
hours, Certification Program' shutdown procedure,
as well as road evaluation |
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Performance
of the service during the transport
Service conditions vary according to the chosen vehicles class, and involve especially the welcome and stops procedure.
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Respect of the environment |
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The business cares about its environment
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An environmental program on reduction, recycling,
and tailing recovery coming from the bus operation
must be implement by the certified business.
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A policy related to cultural and human environment
deals with rules to respect while parking
a coach after the passengers getting off,
as well as during the vehicle's engine cut-off
and starting. |
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Archiving |
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All
the approaches required by the Certification Program
are documented
In order to ensure a follow-up and an optimal
management of the files, a documents archiving
system is also implemented. The documents
are in retention for a specific period. This
archiving especially includes drivers and
staff related documents. |
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Tools
to help businesses in the program implementation
Businesses
who wish to implement the Certification Program
will be able to get directly at Québec
Bus Owners Association a starter kit including
all the administrative tools likely to facilitate
the Bus Transport Businesses Certification Program
expectations implementation.
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