Post date: Mar 10, 2010 2:17:16 PM

London black cab drivers, famous for their willingness to share their opinions, may soon be given training on when to keep quiet.

By Alastair Jamieson

Published: 9:45AM GMT 06 Mar 2010

Regulators are considering extra training for new recruits in knowing when to keep quiet.

The advice would be part of a package of new customer service skills such as welcoming passengers and dealing with stressful situations.

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London taxi drivers must pass tough tests before gaining a licence, including "the Knowledge", a memory of thousands of streets and routes that takes an average of three years to acquire.

However, John Mason, head of taxi regulation at Transport for London, said the regime did not akways prepare drivers for life in a modern service industry.

Future improvements might include mandatory classes on customer service as part of a revamp of the licensing of black taxis, which are facing intense competition from private hire minicabs.

Other new lessons might cover fuel-efficient driving techniques, carrying disabled passengers and knowing when passengers would prefer some peace and quiet.

Mr Mason told the Financial Times: "It's a world-renowned service. The drivers are always perceived to be some of the great characters you come across in London.”

He added: “There is always room for improvement. Perhaps it is good sometimes to keep your mouth shut if you sense vibes from the customer that perhaps they are having a bad day.”

In a later statement, he added: "London's taxi drivers are the best in the world. We have no current plans to require knowledge candidates to undertake a customer service element to their assessment, however we are always looking at ways of increasing the quality of service to passengers and we work closely with the taxi trade to see how best we can achieve this."

Bob Oddy, general secretary of the LTDA, said his organisation would not object to customer service training alongside the Knowledge for new drivers.

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