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14. Any personal property released from a vehicle shall occur at the business office <br />or primary storage facility and shall require authorization from the Police <br />Department. All property shall be released pursuant to CVC § 22851(b) and <br />CVC § 22651.07. Personal property includes any property not affixed to the <br />vehicle (e.g. clothes, cell phones, papers, pull -out / detachable face radios, etc.) <br />J. CUSTOMER SERVICE <br />Contractor shall provide service which is accessible, courteous, responsive, timely, <br />equitable and given in the spirit of professionalism and mutual respect. <br />Contractor's personnel are a reflection of the City of Santa Ana and, as such, are <br />expected to: <br />Interact with customers and City officials, whether in person or on the phone, <br />in a pleasant, respectful and professional manner. <br />2. Give full attention to each customer's needs by asking questions. Provide <br />information, products and service in an accurate, organized and complete <br />manner. Determine that the customer's request has been fulfilled. <br />3. Maintain a professional demeanor at all times that is free from ride, <br />discourteous or harassing behavior. <br />4. Comply with all federal, state, county, and city laws and regulations. <br />5. Use adequate equipment that is kept clean and neat at all times. <br />6. Train other Contractor employees to be polite and courteous during public <br />contact. <br />7. Employ truth and accuracy in reporting customer service records. <br />K. RATES AND FEES <br />Notwithstanding other provisions of this agreement related to rates and fees, the <br />Contractor agrees to comply with the following provisions as they relate to rates <br />and fees charged in accordance with this agreement: <br />For services provided pursuant to this Agreement, the Contractor shall collect <br />towing, storage and other service fees from the vehicle owner at the time of release. <br />Said fees shall comply with the Santa Ana Police Department's Towing and <br />Storage Fee Schedule, attached hereto as Exhibit B, and incorporated by this <br />reference. <br />25F -50 <br />