Show:
Exceptions
Policies
Values
Admin
Departments
100
This is for certain areas that we book for, if a customer calls in we can offer this if the call escalates AFTER we quote policy. We are able to refund in full, change date/time and even price match.
What is Exceptions?
100
We can put requests in for certain sections or handicap and we get them as close to front and center as possible.
What is Best available seating
100
Making small talk with customers on the phone, making each call personal, interacting with co-workers and encouraging eachother
What is Experience
100
This is where you can view everyone that is clocked in
What is the who's in report
100
This department is responsible for making tickets, processing refunds and only talks to vendors
What is Reservations
200
This exception is strictly for date/time issues and needs to be notated for Booking then immediately transferred. you do not quote policy.
What is Branson Exception?
200
All of our customers are required to go here for their tickets
What is customer centers
200
being alert to possible future problems, answering all questions. one call resolution!
What is Proactive
200
This is were we put orders that need to go to other departments
What is Order Alerts
200
This department is responsible for faxing vouchers and making sure completed orders get to where they need to go (email, fax, mail..etc)
What is Assistant
300
The only time we can fax vouchers that are supposed to be picked up at the customer centers
What is Vendor Exceptions?
300
These are non-refundable and after 1 year they will depreciate by 5% every month
What is Gift Certificate
300
being trusted to do what is right, being accountable and willing to learn from your mistakes
What is Responsible
300
You want to keep this above 90%
What is Availability
300
Vendor promises or double charges. You do not transfer customers, they will be followed up on within 72 hours
What is Vendor Relations
400
We transfer to this department if the order is past date but is still an exception
What is Booking?
400
Grand ole Opry, General jackson, Jungle Queen, Seaworld..ETC.
What is Non-Cancelable
400
supporting your co-workers, reassuring customers, being considerate of their problems and willing to help them.
What is Positive
400
You can see how long you've been clocked in, your weekly total, time on break and where you can clock out at
What is the green clock
400
When a customer has a duplicate, asks for supervisor or the credit card declines, you transfer here
What is Booking
500
If a customer calls in complaining about picking up tickets at the customer center or threatens to cancel unless we send the tickets to them or waiting at will call
What is No Exception
500
We require 48 hours prior to the first reservation to make any cancellations or changes. With that we offer 2 options: The first option is to cancel the order and receive a 75% refund back to the method of payment. The second option is to cancel the order and receive a gift certificate with 100% of the refund.
What is the Cancellation Policy
500
to build lifetime relationships and experiences that are recommended and repeated
What is Our Vision
500
How to tell if you are queued in
What is Wallboard and Queue status (green clock)
500
This department contacts vendors to get new schedules, allows us to sell tickets and makes sure we have the correct information for our customers
What is Development