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FREE Frontline Training: Customer Service Drives Customer Experience

February 14 @ 2:00 pm - 3:00 pm EST

Good customer service is the catalyst for creating a top-notch customer experience. Customer service policy provides the foundation for driving outstanding customer service. In this session, we will discuss some of the strengths and results of great customer service and how to develop customer-focused objectives through policymaking. Providing reliable customer service that addresses the customers’ most pressing needs helps to build trust and credibility, leading to greater customer retention rates and richer customer relationships.

Learning Objectives:

  • Recognize the characteristics of great customer service.
  • Develop customer-focused objectives.
  • Review the elements necessary to create customer service policies that lead to greater customer retention rates.



Lisa Copeland, CAPP, Business Operations Manager, Old Dominion University

Lisa Copeland, CAPP, has led customer service teams in the public and private sectors for decades. Now at Old Dominion University, Lisa and her team continue to develop and refine customer service initiatives as the needs of their parking community evolve. Customer experience is paramount, and educating the public is a key goal for the ODU Customer Service team.

View IPMI Member Profile. 

Register for all upcoming sessions here.

2024 Free Frontline Training Schedule 

February 14, 2024: Customer Service Drives Customer Experience

April 10, 2024: Stress: Is it Physical, Mental, . . . or Both?

June 26, 2024: Communication is Everyone’s Job

August 14, 2024: Amplify Company Culture & Employee Engagement with “Organizational Rounding”

October 9, 2024: Don’t call us Meter Maids!

December 11, 2024: Embrace Change – Reinvent Your Parking Program

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.



February 14
2:00 pm - 3:00 pm EST
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