On Demand Webinar | June 14, 2023, 4 p.m. ET - Learn they key steps of how to avoid a conflict, and how to de-escalate one if it arises. Whether you're new to your role or a seasoned industry veteran, there are new techniques that can put you in the driver's seat.
Recorded Webinar | June 2023
NPA Members: $35 / Nonmembers: $85
It happens. Things go wrong with service delivery.
But did you know there are practical steps parking managers and frontline employees can take to successfully manage a service recovery scenario?
In this
June webinar, find out how to avoid a conflict situation or de-escalate one when it arises, so you can streamline customer service and create repeat business.
Solutions for Every Management Level
Whether you're new to your role or a seasoned industry veteran, these techniques can put you in the driver's seat regardless of a challenging customer interaction.
New Approaches
Now’s a great time to learn new approaches to your work and boost effectiveness. We’ll explore:
- Listening and communication techniques for conflict situations;
- How to introduce de-escalation tactics to manage challenging customer service situations; and
- What role body language plays in de-escalation situations.
Questions? Answers.
This one-hour webinar offers 45-50 minutes of presentation with 10-15 minutes for interactive Q&A with attendees. Get ready to bring your questions and find solutions!
Speakers:
Vicki Pero, SPHR, CPP
Principal
The Marlyn Group
Meghan Maynard
Training and Implementation Manager
The Marlyn Group
Get Certified:
Each webinar provides 1 continuing education (CE) hour towards your CPP designation renewal. Learn more about becoming a Certified Parking Professional.
Can't make the webinar? Register anyway, and we'll send you the recording! NPA makes it easy to learn on your schedule.
