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Frontline Fundamentals: When the Old Script Doesn’t Work: Customer Experience and the NEXT Normal. Presented by Cindy Campbell
September 29, 2020 @ 2:00 pm - 3:00 pm EDT
Free to IPMI members, pre-registration required.
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Non-members may attend for a $35 registration fee. Click the register link above to attend as a non-member. Need help logging in?
Contact us at professionaldevelopment@parking-mobility.org.
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When the Old Script Doesn’t Work: Customer Experience and the NEXT Normal
Cindy Campbell
As our organizations adjust to the ongoing challenges of a global pandemic, so too must our approach to customers and our changing relationship with them. Service delivery has been significantly affected as we respond to the multitude of changes in how we conduct business. Consider this: In the scramble to respond, has your organization invested time and attention to retooling your team’s attitudes and understanding of the customer experience? Are we as empathetic as we might be? As a team, are we recognizing the ongoing shift in what we do and how we do it?
There’s a long road ahead of us, but it doesn’t have to be daunting. This session will focus on actions and attitudes intended to better align our approach with the needs of the customer and to encourage our teams to better anticipate the change continuum in our services.
Cindy Campbell is the Senior Training and Development Specialist for the International Parking and Mobility Institute (IPMI). With over 35 years of experience in law enforcement, parking, and transportation services, she brings comprehensive industry knowledge and professional experience to the IPMI training program. She is a past chair of the Board for IPMI. She is credited as one of the founders of the IPMI initiative created to advance professions within the parking and mobility sectors through education and increased awareness. Prior to joining the staff at IPMI, she served as the Associate Director for University Police at California Polytechnic State University. She is now dedicated to providing staff training, motivation, and skill enhancement through IPMI’s onsite and online training programs.
