Training Programs

Providing Extraordinary Customer Service...Increasing Fan Loyalty for Professional Sports Teams

Customer Service is the one of the most talked about concepts in business today. Customers demand it, organizations strive for it.....why can't you make it happen? Our customer service program for professional sports teams goes way beyond creating a satisfied fan and focuses on building a loyal fan. As the competition heats up to acquire and keep loyal fans it is clear that your organization must have the tools to be successful. Since your customers have so many options to spend their entertainment dollars it is imperative that every time they interact with one of your ticket agents or vendors at your arena they have a wonderful experience. Peter Barron Stark & Associates can create and deliver a Customer Service Training Program guaranteed to position your employees to please, and even delight, your fans creating a strong relationship to guarantee their repeat business. This program shows your Customer Service Team how to fend off a serious threat to fan loyalty — passiveness.

We begin with a thorough assessment of your organization through interviews with managers, supervisors, and employees. This helps us gain an "inside look" at the opportunities and challenges your organization faces. We then process that information to develop a customized program tailored to meet your needs. Our experienced trainers spend as much time researching your organization and tailoring the program to your specific needs as they do presenting the courses. These programs are designed to provide managers, supervisors, and employees the needed skills to provide the fan with a great service experience.

Our Fan Loyalty Program for front office and game day employees is comprised of a three part curriculum:

- Providing Extraordinary Fan Service
- Utilizing Effective Telephone Techniques
- Dealing with Angry or Difficult Fans

Our Fan Loyalty Program for managers and supervisors is comprised of a four part curriculum:

- Leading Extraordinary Fan Service
- Dealing with Difficult or Angry Fans
- Motivating Employees to Extraordinary Service
- Coaching and Counseling for Improved Performance

Key Benefits:

• Understand the link between fan service and profitability
• View fan service as a competitive weapon
• Turn an angry and complaining fan into a satisfied one
• Transform "Moments of Truth" into positive experiences
• Eliminate "blame frame" and "that's not my job" attitudes
• Develop the art of negotiation to achieve positive outcomes
• Design measurement tools for your fan service
• Select appropriate telephone questioning techniques\
• Build a positive attitude for internal service
• Learn strategies to diffuse difficult situations with fans
• Create beneficial interdepartmental service
• Acquire valuable listening skills
• Establish a fan service vision keeping you ahead of your competition