Today’s blog post is written by Dustin Morris, Client Administrator, PatronManager.
As many who manage patron relationships know, customer service can be a tenuous balancing act. A job with many, and occasionally contradictory, rules can place customer service representatives in tricky situations. Individuals in these roles need to be personable and accessible while acting as ambassadors for their respective organizations. This can be especially challenging in instances where for any number of reasons emotions start to run high.
Research shows that 51% of customers will terminate their relationship and business with a company after one negative experience. There is the old adage that “the customer is always right,” but realistically speaking, that is not always the case. Keeping this in mind, what can be done to prevent one tense interaction from escalating to a patron walking out your door never to return again? How can you preserve a valuable patron relationship without compromising the integrity of your arts organization’s policies? To ensure positive patron experiences and to navigate the occasional tumultuous situation, consider the idea that empathy is key.Read the Article