25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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SECTION 6. TRAINING POLICIES I Page EMPLOYEE TRAINING Our company's reputation for excellence in on-site management is built on a comprehensive, award-winning training system. The process identifies and develops the skills and behaviors required to enable all of our employees to perform up to our stringent expectations. No other parking company places as high a premium on customer service enhancement and its positive linkage to a professional, in-house training department. The excellence of our comprehensive training programs has been recognized by both the parking and training industries. We have been the recipient of five national awards, including two Telly awards, and a national award for excellence by the National Association of Industrial Office Properties (NAIOP). The National Farking Association's Certified Parking Facility Manager (CPFM) program establishes an industry -wide standard of parking operational knowledge accepted by all parking management companies. As a combined company, Central and Standard Parking lead the industry with the most CPFM managers of any parking company in the United States. Tapping the Internet as a training resource. we have an in-house, Web -based training system: Standard Univer- sity- —to supplement formal classroom and `rontline training programs. Most importantly, we recognize that every location has unique, individual requirements for defining and carrying out opera- tional excellence. To that end, we always consult with our clients to ensure that all operational expectations and location - specific needs are identified and addressed in the development of our training solutions. FRONTLINE TRAINING, RIGHT FROM THE START Training of new frontline employees—cashiers, valet attendants, maintenance workers and shuttle bus drivers—begins on the day of hire with an orientation session that, in addition to formally introducing the company to the employee, sets out the specific technical and customer service training programs the employee will be required to attend. Orientation is promptly followed by technical skills training, which provides employees with the mentored, on-the-job learning experience needed to begin contributing to facility performance right from the start. MASTERING THE THREE KEYS TO CUSTOMER SATISFACTION Within the first three months of employment cornes the enhancement of customer service skills through our targeted Three Keys to Customer Satisfaction classroom -based training program. Our reputation for outstanding customer service has been built on these formal training sessions that emphasize facility and employee appearance, corstructive customer relations and positive resolution of customer inquiries and concerns. These sessions optimize learning through exercises that encourage interaction between participant and trainer. • Key #1—First Impressions: Facility and Employee Appearance. Employees learn the importance—both for themselves and the parking facility—of maintaining a well-groomed appearance. As the company's classroom trainers point out, in lust ten seconds a typical customer forms eleven distinct impressions about the company and the service to be re- ceived. • Key #2—Successful Customer Interactions. Nary a minute goes by without cashiers, valet attendants and bus drivers interacting in some way with parking customers. To make sure these interactions always proceed smoothly, company trainers emphasize the importance of looking good, warmly greeting customers. communicating in a polite and profes- sional manrer, and saying good-bye with a sincere thank you. • Key #3—Effectively Resolving Customer Issues. Some customers want information, some want solutions and some just want an ear to bend. Training helps frontline employees to identify the issue and the appropriate approach to take. CUSTOMER SERVICE COORDINATORS To ensure that training objectives are met at each location, the company designates an operations manager or other ad- rninistrative employee to be a Customer Service Coordinator for a group of locations. Working in partnership with the train- ing department, the Coordinator launches and implements new training programs, establishes the training system at new locations, rnanaces the Strive for Excellence Program and measures the results of these programs for continuous im- provement. The Coordinator is responsible for aligning company standards with the specific needs cf clients and loca- tions. 25A-107