e-pass reload lane module 6a · meet in front of dumpsters north west corner parking lot. ......

Training Module 6A_vs2.5_08/04/17 of 48

E-PASS Reload Lane

Module 6A


Meet in front of Dumpsters

North West Corner Parking Lot


Mindfulness Enhances Safety

To be mindful at work means to be consciously present in what you’re doing, while

you’re doing it, as well as managing your mental and emotional state.

Here are some tips to being mindful for Safety:

1. Take a moment to breathe deeply and set the intention to stay calm, present

and focused through the day.

2. Focus your attention on only the task at hand, in other words be a single-

tasker.

3. Look out the window or laugh with a colleague; enjoying your work

environment is crucial to maintaining a mindfulness practice.

4. Be present in your interaction with others; stop what you’re doing or thinking

when someone is speaking to you, pay attention and really listen to them.

5. Get in touch with your body; have a little stretch, go for a short walk or take

some deep breaths.


• Your Name

• Assigned Shift

• Tell us 1:

– Something Interesting about the Reload Program

OR

– Why are you excited about working in the Reload Lanes


1) Use a standard greeting statement with customers to distinguish the type of

transaction to complete and in the proper order.

Toll Only, Purchase Transponder, Reload E-PASS or Convert

2) Quickly and efficiently summarize the E-PASS Reload Lane Operations to

customers.

3) Accurately demonstrate the 5 types of transactions with varying payment

types with ease and confidence.

Toll Only

Purchase Transponder (Cash, Check & CC)

Reload E-PASS (Cash, Check & CC)

Convert to E-PASS (Cash, Check & CC)

Void last Transaction

4) Use proper customer service techniques to correctly identify the appropriate

resource to use to assist the customer in getting additional information and

completing the transponder registration process.


• Ask for clarification if you are confused

• All questions are valid – we don’t know what we don’t know!

• No Assumptions

• Try not to distract your classmates

• Raise your hand to be the next to speak

• Most importantly….

Have Fun!


Central Florida Expressway

Authority or CFX

Locally controlled

transportation authority.

Provides travel choices in

Lake, Orange, Osceola

Seminole and Brevard

Counties.

CFX Vision and Mission

statements strive to keep

operations customer-focused

www.CFXway.com


• Drive-through Service

• Toll Tag Sales Attendant

• Conway Plazas Lanes 5 & 15

• John Young Plaza Lanes 3 & 10

• Forest Lake Plaza Lanes 3 & 10

• Open 7 days a week from

6:00 a.m. to 8:00 p.m.

• Purchase Transponder/Reload

E-PASS or Convert to E-PASS

• Pay with Cash, Credit or Check


Phone Numbers

Website

Service Centers


Use Proper Branding for CFX System, Services & Products:

• Toll Tag Sales Attendant

• Central Florida Expressway Authority or CFX

• E-PASS

• Transponders

E-PASS Mini Sticker

E-PASS Portable

• Greeting - Welcome to the E-PASS Reload Lane

• Ending – Thank you for visiting the E-PASS Reload Lane

• E-PASS Reload Lane


Topics Covered:

• Module Objectives

• CFX System Overview

• What is E-PASS?

• Benefits of E-PASS

• Where does E-PASS Work?

• Announcing Reload Lane

• Payment Options

• E-PASS Resources

• Key Terms


INCOMING OUT GOING

Leave Plaza

for Booth

Complete

Lane Closing

Appear in

Lane

Gather Funds

& Supplies

Switch Collectors

Leave Booth

for Plaza

Lane is Coned Off

Log On

Systems &

Wait


Jean Poole

123 Main St

Orlando, FL 32807

Customer

Information

& Signature

Current DatePay to:

CFX or E-PASS

Numerical

Amount

Matches

Written Amount

e-pass reload lane module 6a · meet in front of dumpsters north west corner parking lot. ......

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