IGCSE Drama 0411 - Customer Care and Working Procedures

Objective: Procedures for handling enquiries, complaints, and emergencies.

Handling Enquiries

Importance of Prompt and Helpful Responses

Responding quickly and providing accurate information is crucial for positive customer care. Enquiries can be verbal, written (email, letter), or through online platforms.

Procedures for Responding to Enquiries

1. Acknowledge the enquiry: Immediately confirm receipt of the enquiry. This can be a verbal acknowledgement, an automated email reply, or a direct message.
2. Gather Information: Ask clarifying questions to fully understand the enquiry. Don't make assumptions.
3. Provide Accurate Information: Offer clear, concise, and accurate information. If you don't know the answer, say so and offer to find out.
4. Offer Assistance: Go the extra mile to help the customer. Suggest further resources or solutions.
5. Thank the Customer: Express gratitude for the enquiry.

Example Scenario

Scenario: A potential audience member calls to ask about the show's running time and ticket prices.

Response: "Thank you for calling! The show has a running time of approximately 90 minutes, with a 15-minute interval. Ticket prices range from £15 to £25, depending on seating. You can find more details on our website at [website address]. Is there anything else I can help you with?"

Handling Complaints

Importance of Effective Complaint Handling

Complaints are opportunities to improve. How a complaint is handled significantly impacts customer loyalty and reputation.

Procedures for Handling Complaints

1. Listen Actively: Allow the customer to fully explain their complaint without interruption (unless the language is abusive). Show empathy.
2. Apologize Sincerely: Even if you don't believe the organisation is entirely at fault, apologise for the inconvenience caused.
3. Gather Information: Ask for details about the incident – dates, times, names of staff involved, etc.
4. Investigate the Complaint: Thoroughly investigate the complaint to understand what happened and why.
5. Offer a Solution: Provide a fair and appropriate solution. This could include a refund, a replacement ticket, a discount on a future performance, or an apology from a senior member of staff.
6. Follow Up: Contact the customer after the solution has been implemented to ensure they are satisfied.
7. Document the Complaint: Keep a record of the complaint, the investigation, and the resolution.

Example Scenario

Scenario: An audience member complains that their seat was obstructed during a performance.

Response: "I am so sorry to hear that your view was obstructed during the performance. That is certainly not the experience we want our audience members to have. Could you please tell me which seat you were in and what the obstruction was? I will investigate this immediately and offer you a partial refund or a complimentary ticket to a future performance as compensation."

Handling Emergencies

Importance of Preparedness

Having clear procedures in place for emergencies ensures the safety of everyone involved.

Procedures for Handling Emergencies

1. Stay Calm: Maintain a calm and collected demeanor.
2. Assess the Situation: Quickly assess the nature and severity of the emergency.
3. Activate the Emergency Plan: Follow the organisation's established emergency plan. This should include evacuation procedures, first aid protocols, and contact information for emergency services.
4. Alert Others: Alert other staff members and audience members to the emergency.
5. Provide First Aid (if trained): If you are trained in first aid, provide assistance while waiting for emergency services to arrive.
6. Evacuate the Building: If evacuation is necessary, guide people to the nearest exits.
7. Account for Everyone: Once the emergency has been resolved, account for all people who were present.
8. Report the Incident: Report the incident to the appropriate authorities and document the event.

Example Scenario

Scenario: A fire alarm is activated during a performance.

Response: "Immediately follow the fire evacuation plan. Ensure the audience remains calm and orderly. Guide people to the nearest exits, assisting those who need help. Do not use lifts. Once outside, assemble at the designated assembly point and account for everyone."

Scenario	Procedure	Outcome
Customer calls with a question about ticket availability.	Answer the phone promptly, identify yourself and the organisation. Ask the customer what they are looking for. Check availability and provide accurate information. Offer to take a booking.	Customer receives the information they need and potentially makes a booking.
Customer receives a faulty product.	Listen to the customer's complaint. Apologise for the inconvenience. Ask for details about the fault. Offer a refund, replacement, or repair. Follow up to ensure satisfaction.	Customer receives a satisfactory resolution to the problem.
Medical emergency occurs during a performance.	Remain calm. Assess the situation. Activate the emergency plan. Call for medical assistance. Provide first aid if trained. Evacuate the building if necessary.	Medical assistance is provided, and the safety of everyone is ensured.