AudienceView
A patron wants to purchase tickets to an event you have not heard of yet. How do you locate it? What do you avoid?
Ask them for the name and date of the performance. Locate using key words or the calendar. Avoid asking any clarifying questions that make it sound like you've never heard of the event ("what date is that on?")
A patron thanks you for your assistance. How do you respond?
You're welcome.
A patron calls asking about athletic tickets. How do you respond?
Avoid saying "UNFORTUNATELY, this is the performing arts box office" Let them know they've reached the performing arts box office and ask them if they would like the contact information for the athletics office.
A patron comes in late and complains about parking and other issues as they pick up their tickets. How do you respond?
Let them know that you are happy they made it and that someone can assist them with locating their seat.
A patron is complaining about ticket prices and fees. How do you respond?
Let them know the ticket prices are set by the producing department/group. Ticket fees can be avoided by purchasing in person.
A patron calls saying they are locked out of their account. How do you respond?
Let them know you are happy to help them. Locate their account and verify the email address. Unlock the account and set a temporary password. Give them the temporary password and offer to wait on the phone for them to attempt to log on. Offer to assist them with anything else while they have you on the phone.
A patron approaches you at the window. How should you respond and be ready for their request?
Computer should be active and logged into AV with correct roles selected. 10-foot rule. Once a patron is within this boundary, you should already be looking at them and smiling. Greet them and ask them how you can help them.
Someone approaches the window and tries to hand you a water bottle they found in the bathroom. How do you respond?
Let them know that we do not accept lost and found items and encourage them to take it to Broadhead or turn it into Duke Police.
A patron hands you an extra ticket, saying that their guest cannot come. How do you respond?
Thank them and take the ticket. If it is a Duke Arts/ADF event, let them know their donation will be processed. If it is a reserved seat performance, their ticket will not be resold or given out for free.
A patron starts to become upset and raises their voice. How do you respond?
Lower your voice to a quieter tone and let them know that you are happy to help them and appreciate their patience. If it escalates or does not resolve, get a supervisor.
A patron is purchasing a bundle over the phone. They start listing their shows and seat requests. What can you say to get the information you need, in the order you need it?
Explain that for bundle selections, you need to select the performances first, and once that is complete, then you can select specific seats.
A patron asks a question you are not sure the answer to and want to place them on a hold to investigate. How do you properly place them on a hold?
Let them know you will need to place them on a hold and that you will get back to them. It is important they understand that they are on a hold especially due to there being no hold music.
Someone approaches the window and asks if this is where they pay for their parking ticket. How do you respond?
Let them know we do not handle parking but can try to assist them with their inquiry. Clarify if they parked in the surface lot or garage. If they parked in the surface lot, point them to the instructions to pay using their phone. If they parked in the garage, let them know they will pay using their ticket at the kiosk as they are leaving. Any additional questions can be directed to parking.duke.edu, tranpark@duke.edu.
A patron says they cannot locate their ticket. How do you respond?
1. Verify ticket purchase/customer account
2. Verify delivery method (sometimes you can easily locate their pdf in their email confirmation)
3. Print ticket using edit seats in AV
A patron calls to complain about a show they attended. How do you respond? What do you avoid?
Thank them for letting us know and let them know the details will be relayed on to the appropriate party. Avoid agreeing with them.
A patron calls complaining that AV isn't working for them. The thing they are describing is a KNOWN issue. How do you respond? What do you avoid saying?
Thank them for calling and apologize for the inconvenience. Explain we are aware of the situation and are actively working to resolve. Offer to help them over the phone. Avoid placing any blame or expressing negative feelings about AV.
A patron asks for a refund. How do you respond? Then, how do you respond if they push back?
Per our ticket policy, all sales are final. If it is a Duke Arts/ADF performance, Lemur Tour during regular season, or there is another performance date, we can offer an exchange. If they push back, explain that they may email tickets@duke.edu to have a supervisor review their case. Do not ever guarantee that a refund will be processed.
A patron is inquiring about tickets to an event, noting an accessible need. What do you say/do? What do you avoid?
Avoid asking the specifics of their disability. Review the ticket price options for accessibility (mobility, wheelchair transfer, wheelchair transfer out) and they can select what would be best for their needs. Let them know that by purchasing an accessible seat, a supervisor will be reaching out to them via email to provide any additional information and assistance to prepare them for their event. Accessible information can also be found on our site under each specific venue page.
A patron wants to purchase a ticket for another show. How do you respond?
Explain that we can only work within the current event at a NOS Box Office but are happy to help during regular business hours at our main location or over the phone.
A patron complains that they were not able to get the seats they wanted because they could not get a hold of us (after hours, busy on sale, etc.), and now they are sold out. How do you respond?
Let them know we are happy they were able to reach us today and that there are still great seats available. Work with them to find similar seats and let them know why the seats are comparable. For example, Reynolds does not have a bad seat in the house. You are welcome to remind them of our hours, tickets being available online anytime, or that many people called us at the time of opening, depending on the situation or appropriate-ness, but avoid any negative talk about AV or Box Office procedures.
A patron calls complaining that AV isn't working for them. The thing they are describing is an UNKNOWN issue. How do you respond? What do you avoid saying?
Thank them for calling and apologize for the inconvenience. Gather as much information about the issue as you can, encouraging them to send screenshots to tickets@duke.edu if applicable. Offer to assist them and then relay issue information to supervisor. Avoid placing any blame or expressing negative feelings about AV.
A patron calls and asks specifically for Annabelle. How do you respond?
Gather all necessary information first. Who is calling and what do they need? More often than not, you can assist them, they may have only used Annabelle's name from email or past correspondence.
Clarify who the person they are meeting with is and if they have a specific location for their meeting. Look up the meeting location using maps.duke.edu and hand them a physical map with the location noted. If they do not have a location set, encourage them to reach out to the meeting scheduler to clarify a location.
A patron has to pick up Will Call tickets and present an ID because they purchased student/youth tickets, but their student is not present upon pickup. How do you respond?
Kindly ask for student ID verification. If they purchased the incorrect ticket type, adjust in AV and collect additional payment.
A patron is upset with their wait time- having to be put on hold, repeat credit card information, etc. How do you respond? What do you avoid?
Apologize and thank them for their patience. Reassure them that you want to make sure their purchase or inquiry gets handled accurately. Avoid placing any blame or expressing negative feelings about AV. If it escalates, transfer them to a supervisor.