Professional Documents
Culture Documents
OBJECTIVES
Increase understanding of what good Customer Care is and why it is required for
Eventsec Staff working in The SSE Arena
Provide an awareness of how quality Customer Care benefits both Eventsec and
The SSE Arena
Customer Care
Definition - The process of ensuring customer satisfaction with a product or service.
Stewards, Rover Teams and Supervisors interact directly with customers and through this
interaction, visitors will develop perceptions of Eventsec and The SSE Arena
Internal Customers
These include:
Work colleagues
Supervisors
Managers
External customers
These include:
Workmen
Delivery drivers
Neighbours
are individuals
Customer Needs
Customer needs are the basic needs which all customers require when they attend an
event at The SSE Arena
Safety
Toilets
Comfort
Entertainment
Listening carefully
Apologising
Showing empathy
If all this happens then the Customer will leave feeling pleased with how you have
dealt with them
Scruffy appearance.
Having a negative attitude (e.g. making jokes, being ignorant, rude or generally
unfriendly)
To leave the customer feeling that they have been dealt with professionally,
correctly and personally. How we treat people when we deal with them is very
important
Customer care is all about how we deliver our service, how we provide security to
our customers on a day-to-day basis.
2. Always greet customers as soon as they enter the arena. If you are busy, give a
smile and a nod to indicate that you know they are there and that their business is
important to you.
3. 3. Keep your work space clean and tidy
4. 4. Never make assumptions. Greet all of your customers courteously
5. 5. Treat your co-workers the way you would like to be treated.
6. 6. Be aware of your posture, poise and facial expressions
7. 7. Smile, its a universal language.
Lean forward, make eye contact and face the customer with open non-verbal body
language
Becoming an Observer
Avoid the tendency to resist ideas that are of no personal interest to you and try to
not blank out ideas which you would rather not hear
Jumping to Conclusions
Avoid judging the customer, finishing sentences for them or interrupting them
Always remember that you do not know who the customer is that you are talking
to. They could be the client, a relation of the client or a mystery shopper.
If a customer brings an issue to your attention and you are able to resolve the issue
without supervisor help, always make sure that your supervisor is made aware of
the issue and the action you have taken to resolve it.
If a customer advises you of an issue or complaint they may have, direct them to
your Supervisor - do not direct them to the Customer Services Desk.
Always familiarise yourself with your area of work noting closest male/female
toilets, lift facilities, VIP Areas etc. so you can correctly answer any directional
queries. There is nothing worse than sending a customer the wrong direction.
If you are unsure of how to answer a customer query, seek help from the nearest
Supervisor/Radio Holder and tell the customer what you are doing. Do not guess
as you could misinform the customer.
External of Arena
Foyer Turnstiles
Floor Area
Tiered Seats
VIP Suites
Egress
External of Arena
External staff are the first people customers see, first impressions are important so
make them count.
Guests for Suites, Heineken Lounge or EIL should be welcomed and allowed access
through barriers and directed to media door where they will gain further access.
Foyer Turnstiles
The foyer of the arena should be welcoming. All public areas should be clean and
tidy and good housekeeping should be practiced at all times.
Scanning staff should always be friendly and welcome everyone to the arena. If
you are busy please take time to smile/nod to acknowledge customers awaiting
your attention.
Staff should be aware of customers approaching the foyer with accessibility issues
and be ready to open barriers.
Floor Area
Before Doors are open, staff should locate emergency exits, toilet locations etc.
Door 1 and Door 2 Staff should greet all customers courteously (including a smile)
whilst checking customer tickets and directing them onto floor.
Stewards located inside Door 2 at the dasher should act as directional and politely
direct customers to the steward in their seat location.
Floor stewards should, as with Tiered Seating, bring the customer to their seat
advising them of no camera/video policy if applicable and how to find their seat
location for the event.
At low light points, stewards should shine their torch (where possible) when
assisting customers. Customers should be politely informed of the location of
ramps and have them illuminated by the stewards torch on approach.
Staff should be proactive and report any spillages or issues to Supervisor so they
can be addressed as soon as possible.
Tiered Seats
Before Doors are open, staff should locate emergency exits, toilet locations so as to
give customers directions.
Stewards should again greet the customer courteously (including a smile) and
should act as ushers bringing each customer to their seat.
At low light points, stewards should shine their torch when assisting customers.
Stewards should politely inform customers of the location of ramps and illuminate
with their torch.
Stewards should be observant and watch and listen for any potential problems and
report them to Supervisor as necessary.
Stewards should let Supervisors know of any customers with mobility issues in
case of emergencies.
VIP Suites
All suite staff should be appropriately groomed paying close attention to their
image in order to present a professional, corporate image of both the company
and client.
Bottom suite stewards should always hold the door open and greet customers in a
friendly and courteous (with a smile) manner, checking tickets and directing
customers to the host.
Staff on suite level and concourse positions should be able to give customers
directions to all services
Concourse suite staff are on radio to assist all stewards. Any issues on concourse
should be directed to concourse supervisors so that the customers positive
experience is maintained.
Staff on suite level at start of evening should take up position outside lift, greeting
each customer politely with a smile before directing them to suite host. Doors
should be held open for patrons entering.
Staff on suite level should be vigilant at all times. If they have any concerns
regarding customer behaviour, it should be directed to Victor 1 as soon as possible.
Any incident at suite level should be reported to Victor 1 and Victor 4 as necessary.
At egress, staff should be proactive and call lifts for the customer
Staff should ensure no alcohol or glassware leaves suite level (with the exception
of customers moving to Mc Cools bar in which case alcohol must be decanted in
plastic).
As guests leave staff should smile, thank them and wish them a safe journey home
Any negative comments overheard must also be reported to Victor 1 and/or Victor
4 so that these may be handled correctly and efficiently.
Egress
When asking customers to leave an area, staff should always do so politely and in a
courteous manner. Please do not raise your voice.
All Toilets should remain open and available for all patrons wishing to use them.
Stewards should not enter toilets to ask people to leave or knock accessible toilet
doors.
The customer services desk should not be approached by staff for any reason while
there are customers present.
Where parents/guardians are waiting to collect patrons at the end of an event they
should not be stopped from entering the foyer. They should be directed to the
designated waiting area as per House Manager/Supervisor.
Backstage
We havent forgotten about you..
Backstage staff interact with representatives working with the promoter, artist and
production company meaning that good customer care comes into play at the
highest level. All skills, attributes and abilities mentioned previously are essential
and critical in this location. Through this interaction, clientele will develop
perceptions of both Eventsec and The SSE Arena.
Control Room
Customer Care, both face to face and via telephone, is essential in providing
excellent service. Customers will form an impression of the SSE Arena and
Eventsec based on how they are treated or the way they are spoken to on the
telephone.
Customers may contact the Control Room or Main Office post event regarding
issues relating to an event or lost property. It is important that these are handled
politely and professionally.
Recognise how your image affects public perception of yourself, The SSE Arena and
the company.
Your own personal stereotypes should not come into play neutral venue.
Know when to seek help or assistance - ask if you are not sure!
Even the best service professionals are not perfect but when they make a mistake
they know how to keep a customers business by putting into practise the art of
service recovery.
Remember a true test of your professionalism is your ability to respond when
things go wrong for a customer.
Take Ownership
Whenever possible take immediate steps to resolve a problem. This shows your
customer that the problem is as important to you and your organisation as it is to
them. Remember managers cant handle all the problems, you have to take
responsibility and initiative too.
This involves taking positive considerate steps that will encourage a dissatisfied or
disappointed customer to have renewed satisfaction with your business.
Apologise
Thank them
A sincere thank you to the customer will encourage them to return to your
business.
Follow up
This shows your commitment to the customer and ensures that the situation was
resolved to their satisfaction
Solve their problem if you can but dont forget to tell your Supervisor
Get assistance
Ask one person to speak at a time so that you may hear everyone
Dont be aggressive.
Conclusion