job shadowing assignment

Job Shadowing Assignment
What types of customer interactions took place on the bus between the operator and customers?
The interaction was friendly and warm given that they both cooperated with one another. On one side the customers behaved while inside the bus and paid their bus fare without any confrontations, and on the other side, the operator treated them with respect, care, and love. (Wei, Lu, Miao, Cai, & Wang, 2017)
What are your main observations in regards to customer expectations?
The customers expected a bus operator to have additional personalization on his/her services. Since the bus operator was caring, he would listen to the customer’s questions and complaints, however, from the way the customers put it, it was clear that they expected nothing less than that.
Please describe how the operator multitasks.
The bus operator was capable of multitasking in numerous ways. Besides driving, the bus operator was able to talk to the customers who were seated next to him. The operator also made a call, talked to pedestrian, and asked for bus fares at some point. A customer who was not happy with the bus criticized it, and the operator was able to calm the customer while still driving.
Identify some of the tasks performed and indicate how he/she managed those tasks at the same time.
The bus operator talked to pedestrian, he/she made calls, he/she asked bus fare from other customers, and lastly, the bus operator could give stories those who were next to him/her. The bus operator managed the entire to multitask as a result of his experience as a bus operator

Reference
Wei, D. W., Lu, D. Y., Miao, D. L., Cai, D. L., & Wang, D. C.-y. (2017). Tourism Management. Customer-customer interactions (CCIs) at conferences: An identity approach, 157-175.