Communication Clarity
This is a great way to show the fan you understand their concern.
What is restating the issue back to the fan?
Key conversation details should be noted here after assisting a fan.
What are Kustomer and Insights?
This is a common reason a fan may receive only part of their order.
What is the OS is delayed? OR The seller has sent in more than one transaction?
Before beginning transfer issue steps, this must be confirmed with the fan.
What is the transfer email?
This is the minimum number of hours before an event that fans must list their tickets to be eligible for resale.
What is 6 hours?
Doing this can feel dismissive and should be avoided while the fan is still explaining their issue.
What is interrupting the fan?
When updating an email on a fan’s account, you should note both of these.
What are the original and updated email addresses?
This is what you should do if the OS is delayed and the IHD is in the future.
What is explain the delay and provided GTG?
You should never do this when helping a fan change their password.
What is suggest what they should change it to?
Tickets of these three delivery types cannot be relisted for fan resale.
What are account surrender, physical delivery, and local pick-up?
This should be done before wrapping up any interaction to ensure the fan has no remaining concerns.
What is asking if they have any additional questions?
Whenever a fan reaches out, this small detail should be added to the notes for context.
What is the contact method?
This is a crucial final step after confirming replacement orders for a fan.
What is sending a closing-loop email?
Before assuming the fan’s issue, this should always be done first.
What is ask the fan what we can help them with?
This is the only way a fan seller can change the number of tickets in a resale listing.
What is by unlisting and relisting the tickets?
This is how many times you should use the fan’s name in a message.
What is at least twice?
This is the main reason detailed notes matter in fan interactions.
What is ensuring visibility and continuity across the team?
When a fan cannot locate their tickets and the OS is complete, you should not advise this.
What is GTG?
This is the correct way to reference internal collaboration without confusing the fan.
What is using general terms like “checking into this further” instead of “talking to a supervisor” or “working with the team”?
The fan will see this color warning if their ticket price is significantly too high for the market.
What is red?
This type of language, like “sir” or “ma’am,” should be avoided to maintain inclusivity.
What is gendered language?
Rather than making assumptions about a fan’s issue, this should be done to start the conversation.
What is asking what we can help with today?
When reporting an issue (RI) for a UNT, this is the correct relist selection.
What is "false"?
Before placing a fan on hold, this is something you must do — and something you should do after.
What is ask for permission before placing on hold, and thank them afterward?
If a fan seller claims they sold tickets elsewhere and forgot to remove their listing from Gametime, this support shortcut should be used.
What is #Email:FanSellerDoubleSold?