Skip to main content
“Harder Than It Looks: Parking Uncovered” is our podcast dedicated to facilitating connections and illuminating solutions to common problems within the parking and mobility industry.
We aim to do so by highlighting the voices of experts in the space, discussing trends and forward-looking technological innovations, and providing professional food for thought. All in an effort to help one another get better at what we know is harder than it looks…parking a car.
In this special series, we’re excited to feature some of our very own Parker People, by sharing their stories from previous episodes on our podcast.
Today, we’re focusing on Tammy Baker, COO, and the complexities of delivering exceptional customer service.
Customer Service in Parking
Customer service in the parking industry requires fast thinking, attention to detail and quick problem-solving.
For Tammy, who has spent countless hours on the front lines of our call center, there are often moments when the pressure is high—queues are overflowing, and the goal is to resolve issues both efficiently and effectively.
Tammy shared that it’s easy to get wrapped up in one specific issue, only to miss an important detail elsewhere. Sometimes, it’s something as small as identifying the wrong type of lane (monthly versus hourly).
Even the most seasoned professionals can make mistakes under pressure, highlighting the need to balance thoroughness with efficiency.
The Human Side of Customer Service
Tammy’s experience also emphasizes the human aspect of customer service in the parking industry. Whether calming a panicked driver trying to exit a garage or assisting someone who’s not even in their car when they press the help button, human behavior doesn’t always follow logic.
People get flustered in parking garages. Even the simplest tasks can become overwhelming under stress, and that’s where our CSRs step in. With every interaction, they not only solve problems but also reassure customers in unexpected situations.
The Importance of Call Reviews
One of the highlights of the conversation between Tammy and Brian is the value of recorded calls. Reviewing a call allows managers to clarify what actually happened, often resolving misunderstandings or complaints from customers.
For Tammy, reviewing calls isn’t just about catching mistakes—it’s about celebrating wins, too. She shares how satisfying it is to watch a CSR, especially one who’s been working on tone or customer interaction, nail a call under pressure. It’s moments like these that highlight the hard work, growth, and success of the team.
It’s not just about resolving a situation; it’s about how it’s handled. When a CSR masters tone, follows procedures and maintains calm under pressure, it’s rewarding to share that success with them.
Brian and Tammy both acknowledged how hard it can be to stay sharp across so many variables—tone, details, problem-solving—while managing a busy call center. However, it’s this constant feedback loop that helps our CSRs improve, develop their skills, and ultimately deliver better service.
Celebrating Our Parker People
Tammy’s story is a perfect example of the complexity behind customer service in parking and the importance of recognizing the efforts of our Parker People. Her dedication to helping her team grow, while being transparent about the challenges, is exactly what makes her an invaluable part of our company.
Stay tuned for more stories of our incredible team members who are making a difference every day. You can catch Tammy’s full conversation with Brian in episode 8 of Harder Than It Looks.
Katelyn Perman
Content Marketing Manager
Katelyn Perman has 3+ years of experience in marketing, specializing in social media strategy, email campaigns, graphic design and copywriting. She holds a B.S. in Strategic Communication and Human Communication Studies from Indiana Wesleyan University.