Miami Parking Authority - Case Study

The Miami Parking Authority saw a 65% decrease in complaints and an increased NPS score after implementing ServiceSkills training!

Rapid Growth, New Customer Service Challenges

“Telephone Doctor has been instrumental with our staff,” he says. “In general, customers don’t reach out to us because they’re happy. So when our employees handle a call, it’s invaluable for them to know techniques and best practices that allow them to handle those situations professionally. Each module has a valuable lesson, whether it’s how to de-escalate an angry caller, or just listen and provide solutions.”

“The presentation, actionable approach, and interactive comprehension questions set ServiceSkills apart. In Telephone Doctor’s “Five Forbidden Phrases” module, for example, a short video demonstration shows why “We can’t do that” is one of the forbidden phrases and models how to affirm what can be done to solve the problem instead..”

Mclean first began noticing positive feedback from employees. With a singular strategy in place, they felt better prepared to help customers and lead more productive calls.

The ServiceSkills team also constantly refreshes course catalogs, so information doesn’t feel stale and employees keep their skills fresh. Modules have grown to include evolving cultural norms and contemporary topics, such as how to manage a team remotely, diversity, equity, and inclusion, and multiple generations in the workforce.

“New modules get employees asking different questions and allows us to use that data strategically, so we can identify different training areas where we need to focus,” says Mclean.

He has also worked with IT to integrate ServiceSkills into the Miami Parking Authority’s existing learning management system, which enables him to easily plan courses for the year with little oversight.

Resources to Decrease

Employee Turnover

Mclean has found further success with ServiceSkills’ eLearning model, which enables leadership to assign their employees tailored modules based on performance and growth areas. High-performing employees with management potential respond to opportunities for advancement, which Mclean can provide by sending them leadership training and management courses to complete.

By assigning leadership development training and structuring the courses as a route to promotion, employees see that we are actively engaged and invested in their career path,” he says. That strategy has been critical to the organization’s success, resulting in higher employee retention and less burnout in a notoriously high-turnover field.

Mclean can also offer resources to less experienced employees who need additional support. If an employee receives a poor CSAT score after a customer call, for example, Mclean will re-assign a Telephone Doctor course.

“I love that the modules can be deployed and scheduled, like a curriculum,” he says.

Additional topics covered in the internal customer service content library have also proven useful. Mclean’s team has benefited from modules covering conflict resolution, working with different personalities, strengthening relationships between team members, and best practices to guide professional relationships.