Curious if anyone would be willing to share a script/flowchart that their guest services team uses with guests in person when visiting /purchasing tickets. Specific questions would be what do you prioritize first in your script? (ex: email address, if they are a member, what brought them to the organization).
We would like to streamline our process for when a guest first comes into our building so that all our guest service associates are gathering the same data/promoting the same events/features of our organization.
If you are willing to share a sample script, we'd appreciate it.
Thanks!
We don't have a set script, but more like a "here's the things we want you to mention during your interaction."
If we have multiple events in a day, the first thing the VSAs are instructed to ask is "what brought you in today?" or for example, "Are you here for the concert, the lecture, or just to tour the galleries."
They will then ask what kinds of tickets the patron needs (adult, senior, child, etc.). Once payment is taken, the survey screen will pop up, prompting our associates to ask for the patron's zip code.
After that, it entirely depends on what the patron is there for or the mini relationship built. If it's for a specific event, the associate will instruct the patrons on how to get there. If it's a general gallery visit, the associates will offer a map and go through the exhibit highlights. Or if they are looking for one specific exhibit our associates will simply instruct the person on how to get there and maybe let them know about that day's programming related to that exhibit (such as a drop-in tour).
Like I said, nothing specific...more based on the repore built with our patrons. Every associate has a unique approach to it, which our patrons enjoy more because it feels more personal.
The only time we will use a solid pre-written script is if our Marketing Team needs a very specific message about something (typically when there is bad press or something which is rare).
Thanks, Chelsea.