Customer Service is the one of the most talked about concepts in business today.
Customers demand it, organizations strive for it.....why can't you make it
happen? Our customer service program for professional sports teams goes way
beyond creating a satisfied fan and focuses on building a loyal fan. As the
competition heats up to acquire and keep loyal fans it is clear that your
organization must have the tools to be successful. Since your customers have so
many options to spend their entertainment dollars it is imperative that every
time they interact with one of your ticket agents or vendors at your arena they
have a wonderful experience. Peter Barron Stark & Associates can create and
deliver a Customer Service Training Program guaranteed to position your
employees to please, and even delight, your fans creating a strong relationship
to guarantee their repeat business. This program shows your Customer Service
Team how to fend off a serious threat to fan loyalty — passiveness.
We begin with a thorough assessment of your organization through interviews with
managers, supervisors, and employees. This helps us gain an "inside look" at the
opportunities and challenges your organization faces. We then process that
information to develop a customized program tailored to meet your needs. Our
experienced trainers spend as much time researching your organization and
tailoring the program to your specific needs as they do presenting the courses.
These programs are designed to provide managers, supervisors, and employees the
needed skills to provide the fan with a great service experience.
Our Fan Loyalty
Program for front office and game day employees is comprised of a three part
curriculum:
- Providing Extraordinary Fan Service
- Utilizing Effective Telephone Techniques
- Dealing with Angry or Difficult Fans
Our Fan Loyalty
Program for managers and supervisors is comprised of a four part curriculum:
- Leading Extraordinary Fan Service
- Dealing with Difficult or Angry Fans
- Motivating Employees to Extraordinary Service
- Coaching and Counseling for Improved Performance
Key Benefits:
Understand the link between fan service and profitability
View fan service as a competitive weapon
Turn an angry and complaining fan into a satisfied one
Transform "Moments of Truth" into positive experiences
Eliminate "blame frame" and "that's not my job" attitudes
Develop the art of negotiation to achieve positive outcomes
