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Providing first-rate customer service is paramount.
We know it’s one of the top goals on your list.
We also know it is the top goal on your boss’s list.
The fan experience is essential to everyone’s livelihood.
You certainly can’t guarantee a win, perfect weather, or prevent car trouble on the way.
But you can and must deliver the highest level of service.
You’re in the business of creating memories as much as your star players.
Preparing for and delivering to your customers a safe, clean, and friendly environment is fundamental to the fan experience and that’s the stuff that leaves customers wanting to return to your property for more events.
With your well-trained and dedicated team members, you can make things happen at every point of contact with your customers.
For every location, every person on your team can affect a fan’s experience, positively or negatively.
Every impression, every interaction, they all count.
First, have high expectations and empower your team to deliver the best customer service experience, for every point of contact on game day.
Now wow your crowd!
We have designated eight essential touchpoints for first-class game day service so that you can immediately have a Customer Service WOW plan in place.
These are the ways to wow, and we’re giving you the how.
A little something you can use and put into action. How’s that for Proactive Operations?
Take note: Fan demographics change according to the size and type of event. Your staffing needs will change too.
Here’s a great example: During a football game, an adequate time would be during the first timeout of the first quarter and right before the second half begins. This will ensure the most massive audience for the announcements.
Conclude your efforts and leave a smile on everyone’s face, and know your customers want more!
Hold your staff accountable for each expectation and all the ways to wow.
Measure their performance on game day and ensure they deliver professionalism, energy, and, most importantly, the friendliness you require to set the tone for a memorable customer service experience.
Editor's note: This post was originally published in July 2014 and has been updated for comprehensiveness and freshness.