Today’s guest blog post is written by Kevin Patterson, Senior Account Executive, Patron Technology.
As the executive director of Anchorage Opera, I was once asked to speak at a training session for box office, front of house staff, and volunteer usher corps at the Alaska Center for the Performing Arts in Anchorage, Alaska. Each year the entire staff underwent customer service training and Nancy Harbour, the executive director, asked members of the resident companies to come and give a brief talk about their upcoming season and the role that the arts center’s staff plays in assisting the resident company with its patrons. Each resident company was given a fifteen-minute presentation slot.
Since I had never been asked to speak to a group such as this before I spent time thinking about the role that customer service plays in an organization. This is especially important as often organizations don’t own their own performance spaces and work with performing arts centers.
So many organizations profess to have exceptional customer service. The fact is that it is easy to serve a large portion of your patrons by simply doing your job. But what happens when simply doing your job isn’t enough to deliver a superior customer experience? Does your staff know what to do? Are there processes in place and are they empowered to deliver superior customer service? What if, ( as is the case at the Alaska Center) the group of people that provide service to you don’t even work for you?Read the Article