Oklahoma State University Athletics
Kudos To Ticket Operations
November 06, 2007 | General
Ticket Operations is usually the first to be scrutinized and the most likely to receive negative customer feedback based on a multitude of variables during gameday experience (traffic, parking etc.).
Given this dynamic (somewhat standard across athletic departments in each conference across the country), and the fact that ticket prices have modestly increased in recent years, the Ticket Operations team has received many positive feedback in 2006-2007 sports year [see testimony below].
As a favor, please help convey to your friends/our valued patrons we have taken significant steps in improving Ticketing Operations. We are focused on becoming fan-friendly and customer driven. A few changes:
- Replaced student help with part-time/full-time professionals
- Reduced or eliminated "nickel and dime" transactional policies
- Relaxed access policies at minor sport venues
- Improved scripting and voice recordings within Ticket office
- Decreased wait times and service times for callers
- Built "runner program" so as to promptly deliver tickets regardless of which WillCall window a customer approaches (north or south side)
- Developed extensive employee training/orientation prior to customer interaction
- Offering annual payment plans
- Offering on-line season ticket renewals (15% of season ticket holders taking advantage of...)
We also moved all systems to TicketMaster software. This gives the department a “best in class” vendor partnership and ties comprehensive elements (Major Gift, Ticketing, Annual Funds, etc.) together. This change is already reducing "break downs" between departments and ensures correct information is communicated to supporters/ticket holders.
Thank you in advance for helping to improve the OSU Athletic culture - the future is bright orange. We welcome your ideas, concepts, concerns and feedback.
Best regards and...GO STATE!
Craig Clemons
Letter to Ticket Manager:
Hello Tom:
Just a note to tell you and your staff what a good job you consistently do. Every time I call to get tickets, the phone staff is so helpful and friendly and I just wanted to say thanks for (obviously) training them well and hiring the right type of people. GOOD JOB!!
GO POKES
(Donor's name withheld)
Broken Arrow, OK.
