Customer Service in Redemption
The Redemption Counter is the last place your guests are going to visit before leaving your building, so it is very important to give them a great customer experience before they leave. This will increase the likelihood that they will return to your facility and enjoy that same customer experience again. Let’s talk about some customer service basics, the shopping experience for your guests, staff communication, and tough interactions.
The first thing to think about is the overall look and feel of the redemption center.
Your guests have taken their time and spent their money to come to your facility, you want them to feel like it is worth it. This starts with a neat, clean, and well-stocked redemption room or counter.
Keep your displays full of prizes in a variety of ticket values so that all guests have a chance to take home something they like. Regularly rotate prizes so that repeat visitors have something new to look forward to. We recommend following what we call the 80/20 rule. Keep about 80% of your assortment to tried and true standard products that do well in your center. The other 20% can be swapped in and out as the seasons change, new and trendy options become available, new movies come out, or to your customers’ requests.
There are many times your return customers will tell you what they are looking for, having those items will only increase your perceived value. An empty or picked-over selection can make your guests regret the investment they put into visiting you.
The next thing to think about for your redemption space is your staff.
You want the best, brightest, most charismatic staff members guiding the last touchpoint of your guest’s visit. At this point, most groups have been in your facility for a couple of hours, so you want the experience in the redemption space to be fast and enjoyable. Interactions with guests should be polite, include casual banter, and make sure they’re having a good time.
In conversations with guests, your tone is very important, speak loudly, clearly, and confidently. Avoid mumbling and pay attention to your cadence - speaking too fast can confuse and too slow can frustrate the guest. But part of all guest interactions is non-verbal. Body language is key- avoid sitting on the counter, slouching, slumping over, crossing your arms, checking your phone or watch, or scanning the room during an exchange. Instead, turn your head and torso to face your guest directly, smile and make eye contact. Leaning forward or nodding can show you’re engaged and make your guest feel comfortable.
For many of your younger guests this is their very first shopping experience with a currency they have earned so anything you can do to make them feel happy and at ease will quicken their decision-making and leave them with a positive experience. Your team needs to educate themselves on the products, what is trending, and how to help guide kids through their choices.
Redemption attendants must have a good grasp of the products available and their ticket prices. If a guest has 50 tickets and you show them prizes that are all 200 tickets, they can get upset and irritated.
Point them in the right direction and show them the choices they have available. Saying things like “That’s one of our most popular items” or “This one is my favorite too!” can help them feel good about what they’ve chosen.
Inevitably you will encounter dissatisfied or upset guests.
You’ll want to do your best to turn the situation around before they leave and never come back or leave a nasty review online. Studies show that one negative review can turn away 30 potential guests. So, what do you do in these situations? First, stay calm, take deep breaths, and maintain eye contact.
Try to remember that the customer isn’t mad at you, they’re frustrated with the situation and you’re the person they’re venting to. Please don’t get defensive or take it personally. They’re upset and want to be heard, so let them speak and listen to what they have to say.
Let them know that you’re listening by using phrases like “I see” or “of course” and acknowledge their feelings and emotions before jumping straight into problem-solving.
It can be as simple as saying “I understand” or “You’re right.” Do not use negative language like “actually” or “unfortunately,” use positive words like “absolutely” or “definitely.” Restate what the customer has said, to let them know that you are paying attention and are interested in helping them resolve their issue.
Walking them through each resolution step shows them that you’re doing everything you can to help. Thank them for bringing the issue to your attention and for their patience while you solve their problem. Ensuring that your Redemption space is full, your guests are happy, and having a good time will only enhance their experience and keep them coming back.
Written by: Holly Shoaf
Want more redemption insights from the experts at Redemption Plus? Subscribe to our email list and follow our blog & socials to be the first to know when the latest updates & releases happen!
