Page 36 - 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1

Guest Services

Shopper 3
Question
1 Section/Location: Gate B / Guest Service Desk Staff Name: Terrance Time: 1:40 PM
No one in line for guest services (3 employees working) so I walked up and asked Terrance about possible seat relocation. He was very friendly and stated that they
weren't able to assist with that request there, that I would have to go to Gate A. I asked if this was a long process to change seats, and he stated that you have to
answer about 6 questions and fill out some paperwork but it was very easy.
2 Section/Location: Gate E / Guest Service Desk Time: 4:00 PM
While walking by the Guest Service Desk at Gate E, I noticed a man and wife that were complaining to the customer service agent. A police officer walked over, as
he was starting to overhear the conversation. The wife was filling out paperwork and the husband was complaining about some drunk fans in his section that had
repeatedly been spilling beer on him. The police officer seemed to settle the couple down and they continued to fill out paperwork without any more comments
that I could hear.
Shopper 4
1 Section/Location: Gate C Time: 12:05 PM
We stopped to ask for the fastest way to our seats. A very nice middle aged woman( name tag was below the desk) gave us specific directions.
2 Section/Location: Section 225 Staff Name: Carolyn Time: 2:10PM
As I approached the Guest Service counter, Carolyn greeted me. She asked how she could help me. When I asked about the designated driver program, I completed
a form and she told me to have a great day. She was very pleasant.
3 Section/Location: Section 133 Guest Services Staff Name: Name tag below desk Time: 3:50PM
Ms. Shopper inquired if there was going to be the touchdown run for the kids today. She looked up the information in her papers, and kindly smiled that there
would be. She stated we would need to line up and the line starts at section 127. She was very kind.
Supervisor
1 Section/Location: Section 112 - Guest Service Staff Name: Name tag below desk Time: 1:45PM
Ms. Shopper inquired about where the closest restroom would be. The women pointed Ms. Shopper in the right direction. All the ladies seemed to have a
willingness to assist, as I was the only one at the counter at the time.
2 Section/Location: Gate A - Guest Service Staff Name: Name tag below desk Time: 3:00PM
Ms. Shopper approached the desk and inquired about the designated driver program. The agent explained that the program was over as it was the third quarter.
There was no explanation as to why the program would not be available still for fans to keep other fans safe.

Woodward Avenue Travel (for client use only) Page 69 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1 - Guest Services