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Provide customers with general assistance in a ticketing environment

URN: CCSTIC01
Business Sectors (Suites): Ticketing
Developed by: SDS
Approved on: 2013

Overview

This standard is aimed at those who work in a ticketing environment and serve customers over the phone (including textphone services), by email or in person. It includes identifying different customer needs and responding appropriately. You are expected to know your product and respond suitably to enquiries regarding your organisation and local area. 

In the context of this standard, "Access" includes the requirements of D/deaf, deafened, hard of hearing, blind and partially sighted people as well as those who have a temporary or permanent disability or impairment. Types of information required may vary for different types of venues and include (but are not limited to) assisted performances, large print or audio guides and wheelchair access. 

You will be required to demonstrate the ability to be proactive in the workplace. 

Performance criteria

You must be able to:

​You must be able to: 

P1 welcome customers in accordance with customer care policies 

P2 identify customers and assess their needs 

P3 prepare and anticipate the information about the organisation and its products and services, that customers may require 

P4 keep up-to-date with information about all products and services that your organisation or venue(s) offer 

P5 use a computer keyboard or touch screen device to operate the ticketing system accurately 

P6 provide customers with suitable opportunities to express and clarify their requirements 

P7 provide accurate information to customers in relation to any queries including those relating to Access 

P8 promote other products and services where applicable in order to enhance the customer experience 

P9 use ticketing software to find records of customer’s bookings in order to deal with questions relating to ticket delivery and other customer service matters 

P10 seek and retrieve information from a variety of sources, including internet, local intranet, and ticketing system in order to answer customer enquiries 

P11 provide information clearly to customers in a way that they can understand and without the use of industry jargon P12 build a positive relationship with customers, encouraging repeat business where appropriate 

P13 accurately create, maintain and update customer records in line with organisational procedures 

P14 follow health, safety and security procedures, and communicate these procedures to customers as applicable 

P15 provide customers with alternative methods of obtaining assistance if it cannot immediately be provided 

P16 seek assistance from your team and other colleagues when appropriate and respond to customers within an appropriate timescale 

P17 provide colleagues with accurate information on the assistance required by customers 

P18 record, for future reference, information requested by customers 

P19 deal with customers quickly and efficiently to help manage any queue 

P20 report problems which occur with ticketing software or hardware following organisational procedures

Knowledge and Understanding

You need to know and understand:

​You must be able to: 

K1 your organisation’s procedures for welcoming customers 

K2 your organisation’s vision, values and ethos 

K3 your organisation's services, facilities and products 

K4 your organisational structure 

K5 current equality legislation and how this impacts upon your role and access at venues and events 

K6 legislation and organisational requirements relating to data protection including what information can be given to whom 

K7 legislation and organisational requirements relating to Payment Card Industry Data Security Standards (PCI DSS) 

K8 how and where to access relevant information relating to Access
 
K9 what services and products your organisation offers and how these meet different customer needs 

K10 secondary ticketing and how this applies to your organisation or venue 

K11 the limits of your own responsibility and when to refer customers to others 

K12 who to refer customers to when you are unable to provide assistance 

K13 the venue's local area, it’s facilities and services, including transport links and places to eat 

K14 where to obtain local and organisational information 

K15 your organisation’s ticketing system 

K16 your organisations sales and marketing channels and the methods available to communicate with customers 

K17 health, safety and security procedures relevant to your organisation 

K18 the importance of good communication skills to meet the needs of your customers 

K19 how and where to record information requested by customers 

K20 why it is important to manage queues effectively 

K21 organisational guidelines or policies in relation to personal social media use

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

2017

Validity

Current

Status

Original

Originating Organisation

Creative & Cultural Skill

Original URN

CCSTIC01

Relevant Occupations

Admissions, Booking Office, Box Office, Ticketing Occupations, Visitor Services

SOC Code

Keywords

Ticketing; Customer; Communicate; Box Office; Admissions; Visitor