Real Parking Customer Service Training
Do you have what it takes to provide real customer service as it
relates to parking?
If not, you will not want to miss this session.
This session will cover Customer Service, as it really should be
in the parking industry. Robert Milner, with his 20+
years in the parking industry, stresses the importance of the words
Service and Attitude in parking, like,
they have never been articulated before. He does this by
interaction with you…the attendee as he discusses his experiences
in 14 different cities.
Topics of discussion include:
- Finding out what Pickles and Parking have in common
- How to handle difficult customers
- What listening and customer service have in common
- Service from the Heart …what it means
Team Building: Working in Groups
Many functions within parking and transportation organizations
revolve around the work of a "Team"…..be it the enforcement team,
the shuttle bus drivers, the customer service representations,
events staff, etc. In this session, Kim Jackson will examine how
teams function as a small group and how they function with the
larger group, the organization.
Topics of discussion include:
- Group Dynamics - how and why groups form
- Group Stages - learn the process all groups undertake while
creating a team
- Team Building - what does a functioning team look like and how
do you maintain performance
Our Presenters:
Robert Milner, Director of Parking and Transportation Services,
University of Maryland, Baltimore
Robert Milner is currently the Director of Parking and
Transportation Services at the University of Maryland, Baltimore
which is one of the largest "gated" universities in the US. His
career has taken him to 14 cities across the U.S. while working for
a leading national, as well as a regional parking management firm.
Throughout these endeavors, he obtained invaluable information and
suggestions pertaining to the dos and don'ts in the parking
industry. Grasping what knowledge he had gained during these
experiences, he ultimately designed and implemented a
management/employee training university. In addition, he designed
and implemented a nationally recognized customer service program
used throughout the parking industry. As well, he has developed
operations plans, job descriptions, and special event planning
guidelines. Robert has had the privilege of presenting customer
service, personal motivation and management development seminars at
conferences throughout the U.S. He is also a certified "Customer
Service" trainer for the (IPI).
Kim Jackson works at Princeton University as the
Director of Transportation and Parking Services. Kim provides
leadership, expertise and management for university transportation
and parking operations, services, facilities and programs. Kim
formerly worked at the International Parking Institute as the Chief
Executive Officer. She was responsible for the oversight,
accountability and authorization for the proper expenditure of
funds and association property; direct report to the Board for all
activities, policies, procedures, and financial accountability of
the Association. Prior to IPI, Kim was Director of Parking and
Transportation, at Rutgers University in New Jersey, where she was
responsible for the universities parking and transportation
programs, and management of daily operations of a multifaceted
program for five New Brunswick campuses, contracted bus and
handicap transport. Kim attended Rutgers and graduated with her BS
in Management. She is a class of 2000 CAPP Graduate and on the IPI
Board of Directors for the 2009-2011 terms.
