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About the book Publikumsservice
(Audience services) content

The book is divided into three chapters - each chapter is addressed either aspecifically to Front of House staff, the Team Leader, the Head of the venue or to all:


1. chapter is primarily aimed at the Front of House staff. When working with audience services in the Front of House area, you must understand that you are often the first real person the audience actually meets, and thus an important part of the first-hand impression. The chapter provides a lot of basic knowledge, tools and tips / tricks about customer service and the job that the Front of House staff has agreed to do, when they chose to work in the front at a venue. It is also the intention that a Team Leader without much time to train newly arrived staff in customer service, can give them a copy of the 1. chapter. In general, there is a large turnover of staff in the Front of House area at most venues, hopefully the book makes it easier to teach the important knowledge about the value of good customer service. At the same time, Maria askes the Front of House staff to take their part of the responsibility of the audience experience seriously.


2. chapter is a guide on how to create a customer service culture at the venue. This chapter is primarily aimed at Team Leaders and Managers in Front of House areas and offers an idea on ​​how to ensure providing good customer service a natural part of a venues DNA. The chapter is divided into Relationships between management and employees, Relationships between the staff and the audience and Relationships between colleagues. In these relationships, in Maria's opinion, lies the essence of good customer service. Management is encouraged to secure a good working environment, suggesting Servant Leadership, as employees will do their best if they work in a respectful and appreciative environment. This chapter also suggest that the venue has a plan to ensure that the customer service work does not stop when you are overwhelmed by busyness. 2. chapter ends with a calendar proposal in which the work is distributed over a season.


3. chapter is about costumer journey mapping and working strategically with the costumer journey. This chapter is addressing the hole organization, as this must be a combined effort in order to be successful. Here we take a look at the costumer journey from when the audience order tickets, ending with when they leave the concert hall again. This, to give you an insight, into what the audience is experiencing, from beginning to end, at your venue. In this chaper you will get a number of concrete tools that can help you work more strategically and holistically with this journey. A large number of factors has influence on the audience’s choices, when they choose what to experience on a night out, which also will be more obvious to you, ones you begin to map down their journey.

One important point is made in this chapter; you most never assume that you already know the solution to how to better the experience for your audience. You must always ask them, what they want and how you can improve their night out. There is always somethings that is more important than others to them, and it is better to ask, then to end up improving things that doesn´t matter to them.

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