From Enforcement to Empowerment: Redefining the Frontline Customer Experience
Join Us for a Live Frontline Training
Program Description
Excellent customer service and effective enforcement don’t have to be at odds. Frontline teams can move beyond rigid rule-following to become empowered problem-solvers, enhancing the customer experience while maintaining accountability and policy integrity.
Drawing from real-world examples at Kansas State University’s Parking Services, discover how a culture of service can transform daily operations, reduce conflict, increase compliance, and strengthen community trust. Learn about practical tools and decision-making frameworks that help staff confidently say “yes” whenever possible, balancing empathy with enforcement.
Frontline professionals and their supervisors will learn how to identify opportunities for independent, customer-focused action, including offering citation reductions and implementing creative solutions such as the Citations for Donations program. Through active listening, discretion, and a service-first mindset, leave equipped to turn everyday interactions into meaningful moments of connection and cooperation.
Learning Objectives
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Identify when and how frontline staff can independently offer solutions, such as citation reductions or alternative resolution programs, while remaining within policy.
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Develop strategies for leading with empathy, active listening, and discretion to de-escalate conflict and improve customer interactions.
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Apply decision-making frameworks that empower staff to act confidently and consistently, balancing enforcement with flexibility.
Certification Points
Offers 1 Certification Point toward PTMP Application and PTMP and PECP recertification requirements. Points are available to those who attend the entire 60-minute frontline training. Click here for more details.
Presented by
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Adrienne Tucker, PTMP Director, Parking & Transportation Kansas State University Adrienne Tucker is a recognized leader in parking and mobility with nearly two decades of experience transforming programs and driving innovation. As Director of Parking and Transportation at Kansas State University, she is modernizing campus systems to improve efficiency, service, and community impact. She is also President and Co-Founder of Mobility Pathfinders, advancing women in parking and mobility. Previously, she launched Manhattan’s Parking Services Department and is active in industry associations, honored with IPMI’s 2024 Chair Award. |
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Policies and Access to On-demand Learning
During our educational programs, the use of any AI or note-taking tools is prohibited to ensure the security of the program.
You will receive an e-mail reminder prior to the event with link to the session. You will also receive access to the on-demand recording through a follow-up e-mail from our Learning Management System.
Questions? Email professionaldevelopment@parking-mobility.org.
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