Service Training
DO YOU HAVE DECLINING ATTENDANCE?
Have you evaluated what role your customer service plays in fans not returning to your venue?
93% of consumers are more likely to make repeat purchases at companies with excellent customer service, according to Hubspot Research.
service Training package
Combining our Disney background with deep expertise in the sports & entertainment industry, EngageMint has designed a comprehensive customer service program specifically for sports & entertainment organizations and college athletics departments.
While most customer service programs stop at training, our program addresses the entire employee experience, reinforcing key behaviors and empowering employees to solve problems before they escalate.
Customer Service Behavior Design
86% of customers say an emotional connection with a customer service agent would make them continue to do business with the company, according to a 2018 customer service report.
We’ve adapted Disney behavioral systems to deliver world-class customer service to fit the realities of operating a sports and entertainment organization.
First, we help you define the emotions you want fans to feel. Then, we identify and codify the key behaviors every worker should execute to deliver your own brand of world-class customer service.
Dynamic Trainings
Your workers aren’t retaining information from boring, annual PowerPoint lectures.
Hands-on learning is proven to better engage both sides of the brain, creating a stronger connection and is able to store more relevant information, according to Healthline.
We work with your organization to create interactive in-person training with storytelling and role playing to reinforce service behaviors. Additionally, we will help you produce digital training that can be updated throughout the season and delivered to recently hired staff.
Recognition Program
92% of workers are more likely to repeat a specific action after receiving recognition, according to Achievers' 2020 Engagement and Retention Report.
We’ve created a recognition program that allows leaders and peers to celebrate exemplary service behaviors as they happen.
We build a custom microsite for your department to collect stories of staff creating memorable fan experiences which become model behaviors to share at future pre-shift meetings and training.
Service Recovery System
67% of customer churn is preventable if the customer issue was resolved at the first engagement, according to Ameyo.
Every issue a fan presents to you becomes an opportunity to build or further damage the relationship.
We help you outline a service recovery system to resolve fan complaints and empower staff to go above and beyond, turning unpleasant fan experiences into memorable ones.
Looking to Improve Your Customer Experience?
See how our service training can elevate your department.