Today’s guest blog post is written by Alyssa Jean, Client Cultivation Specialist, Patron Technology.
Why is it that art has such a profound effect on its viewers almost instantaneously? Museums, cinemas, and theatres all act as catalysts eager to activate patrons in their own unique way. From my time working in professional theatre, I have seen the significant role artists serve as powerful communicators. But one of the most critical lessons I’ve learned is that the effectiveness of that communication does not begin at showtime, but rather with the early implementation of “activated” customer service.
Often times when it comes to training customer service representatives, we focus too much on the “supply-side” of communication (i.e. relaying correct information, appropriate responses, box office policies etc…) and not enough on the “receiving-side,” specifically, listening. It’s obviously crucial for your staff to be knowledgeable and to be able to answer any basic questions that your patrons may have. But what if a more complicated situation arises in which a protocol isn’t already in place? Is your staff equipped to tactfully listen to a patron’s problem and help suggest a creative solution?Read the Article