Quality

Quality means providing the best service that satisfies the fan's needs to promote first-contact resolution and fan satisfaction during voice and digital interactions.

We should address all concerns using the most appropriate macro and editing to add or remove information where needed in digital interactions.

QE Form Structure

Section of focus: Skills - Give the fan space to explain their situation by not talking over them Process Adherence - Mention the Ticketmaster brand so the fan knows who they've contacted. Compliance Actions - Ask the fan for the right information to comply with our security process.

Five interaction flows of the Quality Excellence Scorecard:

1. Did i greet and connect with fan using the Ticketmaster Handshake?
2. Did i understand the fans reason for contact?
3. Did i keep control of the interaction?
4. Did i take the right action when dealing with fans situation?
5. Did i close the interaction in the best way possible?

Sample script as an agent about refund:

"Hello Jose! My name is Carl. I'm sorry if you are unable to attend the rescheduled event and are requesting a refund. After reviewing your order, I see that you received your tickets through a Ticket Transfer (rather than purchasing your tickets from Ticketmaster), so I'm unable to refund your order. If an event is canceled, postponed, rescheduled, or moved, and refunds are approved by the Event Organizer, only the original purchaser of the tickets is eligible for a refund. So, if you can get a refund from them or if they offer other options."