Would like advice regarding handling customers at work

[snugglegirl05]

I work as a parking attendant inside a booth for the Visitor parking garage at a university. The parking office is over the garage. I am a contract employee working for a parking company which has a contract with the university. Neither the parking office nor the parking company has trained me regarding handling difficult customers.
Visitor parking is small. It only has 55 spaces. The parking office is responsible for reserving parking spots for guests arriving at the university for events. One spot to the entire garage can be reserved. According to the parking office, when the entire garage is reserved or when there are only enough spaces for the guests on the event list, I cannot let anyone else park. According to the parking office, guests here for events have to tell me what event they are here for. I cannot ask them which event they are here for. The only solution I can offer is alternative parking at the several parking lots near the campus. According to the university president, a sign stating reserved cannot be posted. My job is to inform the customers that the garage is reserved.
I would like advice regarding handling customers who are…
·Obnoxious
·Pushy
·Frustrated
·Rude
As well as…
·Customers who have attitudes
·Customers who complain about not being able to park
·Customers who whine about not being able to park
·Customers who return after not finding alternative parking wanting to know why they cannot park, & sometimes telling me they need to park
·Former alumni who donate to the university
·Customers’ asking why is the garage reserved or which event the garage is reserved for
oAccording to the parking office, I cannot give out the information because 1) the customer could say they are here for the event, & they are not (because they do not want to find alternative parking) & 2) if the customer is not attending the event, they cannot park & so there is no need for them to know why the garage is reserved or for which event the garage is reserved for

[Azu-nyan]

Best Answer: Shotgun
Right Answer: Patience. And lots of it. Be as cool, calm, and composed as possible. Basically, put on some iron skin and be ready to take whatever they have to dish out, and don't take anything they have to say to heart. You're just doing your job, so as long as you're doing it right, you're fine. Offering alternative parking, as you mentioned, is about the best you can do if the whole garage is reserved, so do whatever you can to help them with that.

[roebeet]

x2 on what Locke wrote. Additionally, have a script in your head on how to respond, if their anger escalates. Offer the additional parking, offer your manager's contact information, if that's permitted, if they don't like the alternatives given, etc. But don't lose your cool - they are not mad at you personally and you haven't created this problem. But you are, unfortunately, their only outlet to their frustration. Sympathizing with their plight also helps to diffuse anger.

[Epoc]

I know what you mean. I work at a grocery store, and have more than enough people like that who come through the store, looking thinking that the world revolves around them, and that they NEED their way... basically just think: they don't know you personally, and what are the chances you will see them again? just don't be afraid to keep pushing them out the door, doing your job. just dont let them get to you.

[BroiledVictory]

Being angry to someone who is angry one won't help.
•Don't take it personally(Biggie!)
•Offer solutions(Well this is more on the ethical side but still...)

[Netrix]

If they are Alumni, apologize that the parking spots are reserved, but that there is nothing you can do.

If they are anyone else and they keep bothering you, tell them to leave or you will call the police on them.