Welcome!!
You are an important part of our team.
To our customers, you are the voice and personality of our organization. As the person who deals with
customers on a day-to-day basis, you come to signify all that your company stands for, both good and
bad
Customer service is a very important part of our business.
We are working in a very competitive industry. When it comes to events attendance is voluntary, and
choices are endless. Poor guest service can easily result in lost customers.
Delivering good customer service takes skill.
You can improve any skill with practice.
Today we ask you to take some time out of your busy schedule to practice. Through discussions and
exercises, we ask you to work at improving your skill in customer service. We want to offer customer
service that is more than good. We want to offer service that is GREAT!
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VISION STATEMENT
The Genesee Theatre will be the premier entertainment destination devoted to providing guest’s and
client’s an intimate and entertaining experience reminiscent of the vintage theater houses of yesterday.
MISSION STATEMENT
The Genesee shall deliver the premier entertainment experience by:
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Providing a safe and comfortable environment in order to earn the trust of our guest’s, clients
and artist’s.
Continually meet and exceed expectations of our guest’s and client’s.
Strive to provide a safe and positive work environment that encourages teamwork, employee
satisfaction, and personal development.
To educate and improve the business environment to impact the quality of life for the
community where we work, live, and do business.
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TOPICS AND GOALS
We will be discussing the following topics during today’s training:
 Key ideas in Customer Servies
 Clear Communications
 Body Language & Gestures
 Challenging Situations
 Job Knowledge
 Emergency Procedures
Goals for today’s training session:
1.
2.
3.
4.
Learn something new and practice your skills.
Motivate yourself to use what you already know.
Exchange ideas with your co-workers.
Set a personal goal for continued improvement in customer service.
Warm up
Think about your own job responsibilities. Take a few minutes to answer the following question.
Who are your customers?
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CUSTOMER IS BROADLY DEFINED
Most people will answer the question “Who are your customers?” by saying that the people who attend
the events are the customers.
Other groups that are important to our business.
*Promoters
*Artists
*Local tenants *Families
* Vendors
*City officials
* Contractors
*Local police and Fire departments
*Co-workers
Warm up
Please answer the following.
Give 1 example of really poor service. What was the situation? What didn’t you like about the service
you received?
Give 1 example of really great service. What was the situation? What did you like about the service you
received?
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DEFINING GREAT CUSTOMER SERVICE
Brainstorming A
1.
2.
3.
4.
With the entire group at your table, discuss your answer for the two questions above.
Elect a spokeperson to write for the group.
At the top of a piece of paper, write GREAT CUSTOMER SERVICE IS…
Elect one person in your group to read over points on your list at the front of the room.
Brainstroming B
1. Write a list of general points to answer the following questions.
 When asked by a person who does not work here, what should someone who works
here know?
 Add to the list: What else would be helpful for the staff to know?
 Finally, what do you do if you do not know the answer and you are asked a question?
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DEFINING G.R.E.A.T. CUSTOMER SERVICE
GREET:
RESPECT:
GREET the Customer
Ie. Smile, Make people feel welcome, Be flexible
Show RESPECT for all internal & external customers.
EASY:
Make everything EASY for the customer.
ATTRACTIVE:
Keep yourself and the facility ATTRACTIVE.
THANK:
THANK the customer
MAKING IT EASY FOR THE CUSTOMER
Communications skills play an important role in customer service.
Warm up
When we communicate, what percentage of our messages comes from the following?
7
%
comes from what we say (words)
38
%
comes from how we say it (tone)
55
%
comes from how we look (body language
Activity 1:
Role Play:
One person plays customer, Trainer plays Usher.
1. Trainer looks around and keep looking at watch, does not smile (Uncaring)
2. Trainer has hands on his hips
3. Lean against wall
4. Look at customer, make eye contact, nod
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Body Language and Tone of voice
When you use the right body language for the situation, your message is easier to understand.
Use body language to show you are open and interested in the conversation. A customer can tell
that you are friendly, confident and interested if you:
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Facial expression: ( eye contact, No eye contact, Smile, Frown)
Position or movement: ( Leaning, Stiff)
Posture (Relaxed open stance, leaning)
Hand gestures
Tone of voice
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You get more cooperation simply by the “way” you say it (Smooth, Abrupt)
Don’t appear to be rushing. A fast answer is sometimes considered rude. (Fast, Slow)
Do speak loudly. Some will take offense, (Soft, Loud)
Suggestion : Smile, Take a breath, relax/
Positive & Proactive Language
Discussion
Negative words or phrases make customers feel that you do not want to help. Avoid saying:
Please provide examples of negative words or phrases.
Negative
Positive
I don’t know” -----------------------------------I do not have the answer. Let me get you an answer.
That’s not my department”----------------- I CAN take you to that department.
I’ll try to…”------------------------------------ “I will” .
It’s not our policy”--------------------------- Guideline or offer a positive alternative
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How to say “No” nicely
 Explain the reason
 Show you understand the customer’s disappointment.
o Body Language, Tone
 Ie.” I’m sorry…”I’m sorry this disappoints you, but…”
 Offer a positive alternative
Activity
Difficult situations require more careful handling. Plan to take more time with the person and choose
the words carefully.
Change the phrases below to improve the way we speak to a customer.
1. You can’t take that (food/drink/camera) in here.
2. Clear this aisle
3. You’ll have to wait a minute.
4. You can’t go in there.
5. No smoking.
6. No refunds,exchanges, cancelations
Ask for cooperation
Use open/closed questions
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COMPLAINTS
Important to take feedback professionally not personally
Customer complaints provide valuable information. When a dissatisfied customer complains, they are
doing two things:
1. The customer is making a statement about expectations that have not been met.
2. The customer is giving us an opportunity to correct the situation. This can turn into guest
loyalty.
T.A.R.P. Study ( Technical Assistance Research Program).
1.
Complaints about service increased __400% in a 4 year study.
2. __96%__ of the customers with problems will never tell you they have a problem. They just go
somewhere else.
3. For every guest with a problem you know about, there are ___26__ others. ____6___ of these
are serious.
4. The average customer with a problem tells ___9___ to __10__ other people about the
experience.
5. ___13%__ of the customers with problems will tell as many as __20__ people.
6. For every customer with a problem, there are __250__ people who have directly or indirectly
heard negative comments about your company.
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Keys to successfully handle complaints. A.C.T.: Acknowledge, Care Take Action
a. Acknowledge
i. Stay in control
ii. Thank the customer
iii. Apologize
iv. Let the customer vent
b. Care
i. Connect with the customer
c. Take Action
i. Promise to help
ii. Ask for information
iii. Correct the problem or find someone who can.
1. Lead, Customer Service Manager, Box Office
iv. Follow Through: check on customer satisfaction
v. Take steps to prevent future mistakes.
1. Report incident at department meetings.
Activity
Role Play: Take a suggestion from the group about a complaint that they encountered.
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RESPECT: Even in Difficult Situations
For many people watching a concert event is a social occasion that involves drinking. While most are
responsible drinkers, some people who drink become a problem. Intoxicated guests can create many
safety concerns for themselves and for other at the theatre.
1. Decide if this situation where security should be called.
2. Stay in control.
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As in dealing with an angry you need to prepare yourself mentally.
i. Stay calm, Don’t become excited, angry, defensive. Remember don’t take items
personally.
3. Recognize the effects of alcohol consumption and the resulting changes in behavior that may
occur.
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
Visual Disturbances
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Coordination problems
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Slow physical reactions
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Staggering
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Slurred speech
RESPECT:
The same high service standards for all.
Guidelines for dealing with Customers with Disabilities.
a. A customer with a disability has the same concerns as anyone else.
i. Focus on the customer’s concerns and questions
ii. Do not take charge. Ask what you can do to assist, “how may I help you?”
iii. Wait for directions and then assist as requested.
b. Hidden Disabilities: Please remember that not all disabilities are Visible.
i. Examples of Hidden Disabilities: Heart & Lung Problems, Low Vision, Hearing
impairment.
1. If someone asks for some special services because of a disability, try t
accommodate the person.
2. Do not quiz the person
3. Box Office is permitted to ask if the seat for the special needs guest will
need to accommodate a wheelchair.
c. Respect the person’s personal space.
i. Do not touch the guest unless they requested your assistance.
ii. Hearing impaired. Okay to touch to get attention.
iii. Service animal: Do not touch, pet or feed the animal
d. Do not ignore the person with a disability.
i. Include them in the conversaltion.
ii. Answer them if they have a question
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GUIDELINES DURING A CRISIS SITUATION:
Topics & Goals:
We will be discussing the following topics:
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What is a crisis?
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Emergency procedures during a crisis situation
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Location of emergency equipment.
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Emergency Positions
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Completing an incident report
What is a Crisis?
A crisis is any event that occurs at the Genesee Theatre which involves either:
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Facility-related incidents such as accidents.
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Disasters, such as fire, tornados, Severe Thunderstorms, Building Collapse etc.
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Threats to company personnel or the theatre.
o
Bomb Threat.
o
Patron threatening to go to the authorities with a grievance.
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Child Abduction: AMBER ALERT
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Most are relative minor that can be handled at a local level.
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o
Routine complaints
o
Minor injuries to employees and patrons.
o
Minor Theatre damage
Your Role during a crisis situation:
It is possible that you could be the first person who is aware of the emergency situation. Ushers may
see or hear something, or you may receive the first telephone call alerting us of a crisis situation.
ACCIDENTS
How to handle an accident.
1. Remain calm
2. Never attempt to move a person who has fallen or appears to be injured or ill.
3. Gather as much information as possible.
a. Conscious, Breathing?
b. Do they require CPR?
c. Did they slip or fall?
d. How much pain are they in?
4. Send a person for assistance or to call 911 and contact first available manager to come to the
scene.
a. Call for AED only if needed. (AED is located in the House managers closet on the first
floor)
b. Only attempt CPR if you are trained and are currently registered.
5. Have someone stay with the injured guest and make them feel comfortable while keeping the
area clear for EMT.
6. Survey surrounding area and begin completing incident report.
a. Provide as much information as possible including but not limited to the location, the
floor condition, the lighting, witnesses with names and numbers, and complainant’s
information.
7. If bodily fluids were released please, advise custodial department location to clean designated
area. If not available, please locate materials for cleaning. Be sure to follow directions in detail.
8. Never admit guilt for any accident that may have occurred.
9. Let person go once in hands of emergency personnel.
10. File report with specific department Manager. (FOH Box Office Manager; Stage, Operations
mgr.)
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