I work at a university as a contract Visitor Parking attendant. The parking company I work for has a contract with the client, the Parking office. Due to the Visitor Parking garage being rennovated, the first level of the faculty/staff parking garage is being used for Visitor parking until the rennovation is complete. Customers parking in Visitor parking have to buy a token for $5.00 to exit. The "box" that you insert the token into sometimes does not work. The exit gate does not go up. There is a call box at the gate that the customer can use to call for help. The call goes directly to campus police, who then transfer the call to the parking office.
I received a phone call from a pissed off Nancy *not her real name*, who works in the parking office becaus she had to deal with 2 customers today at the exit gate because their token would not work. She told me she had to answer the phone twice today during my shift for customers whose token would not work. I was busy each time assisting a customer at the booth window. I let her know what was happening each time she received a phone call. Her direct supervisor, Andrea *not her real name*, wants me & the second shift attendant to be very alert and aware of what is going on around us at all times. Apparently the parking office does not want to get phone calls from customers at the exit gate.
Plus there are customers who enter the parking garage that is being rennovated. So I have to watch where they go to after I raise the gate at the booth, & if they go straight instead of to the left to park in the faculty/staff garage, I have to leave the booth & get their attention. While I was outside the booth, a customer pressed the call button on the call box at the exit gate because their token would not work. The call was transferred to the parking office, who then transferred the call to me. I told Nancy why I was not inside the booth.
My questions are....
As a customer would you rather have me
1) devote my attention to you
or
2) be scanning the area while devoting my attention to you.
How would you feel if I was doing that?
Knowing how pissy Nancy gets, what is the best way to accomplish assisting a customer at the window as well as a customer at the exit gate, all at the same time?
I received a phone call from a pissed off Nancy *not her real name*, who works in the parking office becaus she had to deal with 2 customers today at the exit gate because their token would not work. She told me she had to answer the phone twice today during my shift for customers whose token would not work. I was busy each time assisting a customer at the booth window. I let her know what was happening each time she received a phone call. Her direct supervisor, Andrea *not her real name*, wants me & the second shift attendant to be very alert and aware of what is going on around us at all times. Apparently the parking office does not want to get phone calls from customers at the exit gate.
Plus there are customers who enter the parking garage that is being rennovated. So I have to watch where they go to after I raise the gate at the booth, & if they go straight instead of to the left to park in the faculty/staff garage, I have to leave the booth & get their attention. While I was outside the booth, a customer pressed the call button on the call box at the exit gate because their token would not work. The call was transferred to the parking office, who then transferred the call to me. I told Nancy why I was not inside the booth.
My questions are....
As a customer would you rather have me
1) devote my attention to you
or
2) be scanning the area while devoting my attention to you.
How would you feel if I was doing that?
Knowing how pissy Nancy gets, what is the best way to accomplish assisting a customer at the window as well as a customer at the exit gate, all at the same time?
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