Parking Work is Emotional Customer Service Work
"I love my job, I need my job, I need my paycheck, and I cannot say what’s inside my head right now.” How many of you have repeated this to yourself as you attempt to maintain a professional demeanor while an angry customer completely unloads on you? How do these situations affect you, your employees’ well-being, and your parking operation’s overall morale? Interactions that routinely occur within the parking industry between customer service employees and clients create emotional customer service work. Employees are faced with the challenge of meeting the demands of customers, which are sometimes unreasonable. Learn how repeated exposure to angry customers can negatively affect one’s ability to give their best self to the next customer, along with the negative effect it has on one’s well-being and overall sense of personal satisfaction. We'll also cover finding a harmonious balance between customer service work and other more positive and fulfilling work to ensure frontline staff are able to occasionally disconnect from such interactions.
- Investigate and ultimately better understand whether emotional work in a customer service environment affects employees’ well-being.
- Recognize if the environment in a parking operations entity consist of emotional work.
- List specific effects of emotional work on employees’ well-being.
Presenter: Teresa Trussell, CAPP, Regional Sales Director, PayByPhone
Teresa Trussell, CAPP, has decades of parking industry experience. Prior to joining PayByPhone in 2019, she served as Ohio University’s Parking Operations Supervisor for nearly 20 years , earning her CAPP certification through IPMI. She was an active IPMI CAPP Board member through 2020I. Teresa leverages her operational background along with her extensive training in client service leadership to tap into her clients’ needs to ensure services match their desired outcomes. Her personable and client-focused approach allows her to create long-lasting relationships that build trust.