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Service Recovery Skills: How to Manage Conflict in Service Situations

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2019 NPA Webinar Series
Sponsored By:

On Demand Webinar | Recorded December 11, 2019

NPA Members: $35 / Nonmembers: $55

Sometimes service delivery does not go well, which can leave customers disappointed, frustrated, or worst of all: angry. Successfully managing these types of situations is a key skillset for parking operations team members. What to say – and how to say it – can make the difference between de-escalating a situation or making it worse.

Our experienced speakers will share practical steps that parking managers and frontline employees can take to successfully avoid a conflict situation, and how to de-escalate one when it arises. Whether you're new to your role or a seasoned industry veteran, join us to learn new techniques that put you in the driver's seat regardless of the customer interaction.

In this webinar we will:

  • Discuss listening and communication techniques in conflict situations;
  • Describe how to introduce de-escalation tactics to manage challenging customer service situations; and
  • Recognize the role body language plays in de-escalation situations.  

This is a one-hour session with 45-50 minutes of presentation and remaining 10-15 minutes for interactive Q&A with attendees.

Get Certified:

Participants in this webinar will qualify for 1 continuing education (CE) hour towards the CPP designation.


Jim Morris, CPPJim Morris, CPP
General Manager
Premier Parking

Jim Morris has over 15 years’ experience in hospitality, transportation, and marketing. He is currently a General Manager for Premier Parking in their Nashville market where he leads a team of 150 associates.

He began his career with VPNE Parking Solutions starting in the healthcare and hospitality sectors and was Director of Hospitality & Private Events prior to Joining Premier Parking.

Jim is a graduate of the University of Massachusetts and he is an NPA Certified Parking Professional (CPP).

Travis Jarett, CPPTravis Jarett, CPP
General Manager, Nashville
Premier Parking

Travis Jarett is a General Manager for Premier Parking in their Nashville market where he is responsible for the day to day management of Nashville’s portfolio. He has over 10-years’ experience in the hospitality, transportation, and service industries.

Prior to joining Premier Parking Tavis was account manager at Towne Park and before that he spent time at Walt Disney World.   

Travis is a graduate of the University of Texas. He is an NPA Certified Parking Professional (CPP) and an NPA 40 Under 40 Leader (Class of 2018.) He is also a member of BOMA.

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