Workshops

Presented By: Steve Bowman

Learn how to conduct Hearings Practice rendering effective decisions applies to anyone involved in making parking citation decisions.

Attendees of this 8-hour training program will be taken through the citation appeal and hearing process. In-depth discussion covering hearing officer procedures and class participation in hearing scenarios will be included. Attendees will receive a written hearing examiner manual.

Topics Include:
1. Overview of the Contesting Program
2. Initial Review Process and Procedure
3. Setting up the Hearing
4. Fines and Exceptions
5. Meeting Agency Requirements
6. Review of a model Hearing Manual
7. Application of Applicable Vehicle Code Sections
8. Completion of 8 hours of training 40215 C.V.C.

 Presented By:

Cindy Campbell, 

Senior Training & Development Specialist

International Parking Institute

Skills for Customer Service Professionals in the Parking & Transportation Industry:  Setting the Tone through Effective Communication 

The second of two seminars designed to assist front line staff in the delivery of excellent customer service. Attendees learn techniques intended to assist them with communication challenges frequently encountered when dealing with customers.  This seminar is intended to assist staff in the delivery of quality customer service while navigating the complexities of difficult customer interactions. Information presented in the TC 201 course builds on the skills and techniques introduced in TC 101.(Please Note:  For best outcomes, Agencies are encouraged to include those staff members who have previously attended the TC 101.  Previous attendance in TC 101, however, is not required.)

Participants receive additional tools and resources to assist them in evaluating the motivations and addressing the behaviors and demands of difficult customers.
  

Course Topics & Discussions 

• Customer Service: Attitude vs. Aptitude

• Rampant Rudeness

• Mood Quotient & First Impressions

• What Motivates People

• Empathy vs. Sympathy

• Body Language & The Signs of Deception

• Learned & Situational Optimism

• Increasing Competence & Performance