Spotlight on: Customer Service

What do you do?

My name is Brandon, and I’m a Customer Service Team Coach. The main aim of my job is to make sure all customers are receiving the best possible customer service that we can provide and I achieve this by listening to calls, resolving errors, checking CVs, assisting new recruits and completing any miscellaneous task provided to me.

How do you look after fans?

While I am no longer speaking to customers on a regular basis, my day-to-day job still has a large effect on our customers; by listening to calls, I provide feedback to agents on how to improve their customer service, from how to word phrases so not to confuse our customers, to helping speed up frequent processes. Likewise, to recognise the agents that are doing a fantastic job to make sure the good service they are providing continues. All which helps to make sure you have the best experience when booking with us here at Ticketmaster.

What’s the best part of your job?

The best part of my job is the vocational rewards. My working life has been primarily in customer service, ranging from face-to-face in shops, to being the sole responder to email queries for a smaller company; that warm feeling when a customer leaves happy is the same across all. As a Team Coach, I now get to experience that with the agents under my wing. For example, in our office, all employees have stats to hit, whether that be a maximum time spent between calls to surpassing a number of emails per hour to make sure our customers are dealt with in a speedy time so you don’t have to wait too long for a response. Last week, I was asked by two agents to help reduce their call times. While they were providing a smashing customer experience, their calls were longer than expected. I worked with them closely for a day, showing them how to cut time from their calls to provide customers a more efficient service. This week, both called me over to their desks to thank me, as their call times had decreased drastically. This was incredibly pleasing; the equivalent of getting an apple given to you as a teacher.

Also, most office jobs are dull and boring; working for Ticketmaster is not like this, at all. We have a colourful office filled with characters from all walks of life. Even with my flamboyancy and Southern accent, I was immediately accepted and made to feel at home.

What’s the most infuriating part of the job?

Unfortunately, all jobs have their downsides. At our Manchester office, we’re a very close-knit team, with colleagues being more like friends. This presents both benefits and problems. Anyone in the office can turn to anyone else, and receive help and support for all issues, inside and outside of work, but as a coach, I occasionally have to provide what an agent may consider negative feedback to help make sure we get the very best from their abilities, and no one wants to upset their friends. At the end of the day, we’re all human and we have feelings.

How long have you been at Ticketmaster?

I started at the Ticketmaster office here in Manchester in September 2017. I immediately was drawn towards the role of Team Coach. With hard work, a positive attitude and a want to provide an experience as close to perfect as possible, I’ve progressed myself to my goal after a year.

What does your day look like?

The majority of days start with a quick email check to make sure I’m following my tasks for the day, and to ensure any new information we’ve received about your event(s) is distributed efficiently to our phone and email teams. We have many events running across the entirety of the UK, so no one person can know everything that is occurring off of the top of their head. Once that’s out of the way, a free banana (because ‘Free Fruit Tuesdays’ is a thing) and a cookie assist me with listening to phone calls, feeding back evaluations and helping the newer agents. All in all, I end my day with a friendly chat with my usual group in the breakroom, and a have think about what gourmet combination of nuggets and chips I can force on to my housemates for dinner (or tea, as I’m repeatedly told)!

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