In this article, we’ll look at the best practices for onboarding your new Ticket Attendant. We’ll look at the employee onboarding process/steps you can add to your own reusable Ticket Attendant checklist.
Need help with onboarding new Customer Service team members? See the templates and resources we recommend for successful onboarding experiences.
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Are you looking for help setting up a staff orientation process so that when your new Ticket Attendant starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Customer Service onboarding experience or just need an onboarding checklist for your new Ticket Attendant, you’re in the right place. We’ve put together a sample Ticket Attendant onboarding checklist below and have created onboarding templates & resources to help.
1. Orientation: The ticket attendant attends an orientation session conducted by the human resources department. This session provides an overview of the company’s policies, procedures, and culture. It is typically conducted by HR personnel or a designated trainer.
2. Introduction to the team: The ticket attendant is introduced to their immediate team members, including supervisors and colleagues. This helps in building relationships and understanding the team dynamics. The team leader or supervisor usually performs this task.
3. Training on ticketing systems: The ticket attendant receives training on the company’s ticketing systems, including software and hardware. This training equips them with the necessary skills to efficiently handle ticket sales, reservations, and customer inquiries. The training is usually conducted by a designated trainer or a senior ticket attendant.
4. Familiarization with ticketing policies: The ticket attendant is provided with detailed information about the company’s ticketing policies, such as refund and exchange policies, ticket pricing, and special offers. This knowledge enables them to provide accurate information to customers. The task is performed by the supervisor or a designated trainer.
5. Understanding customer service standards: The ticket attendant is trained on the company’s customer service standards, including how to handle customer complaints, provide exceptional service, and maintain a positive attitude. This training is typically conducted by the customer service manager or a designated trainer.
6. Learning about the venue: The ticket attendant is given a tour of the venue where they will be working. This includes familiarizing them with different seating sections, entrances, exits, and amenities available to customers. The tour is usually conducted by a supervisor or a designated staff member.
7. Shadowing experienced ticket attendants: The new ticket attendant shadows experienced colleagues to observe and learn how to handle various customer scenarios, such as handling difficult customers, managing large crowds, and ensuring smooth ticketing operations. This task is performed by experienced ticket attendants or supervisors.
8. Reviewing safety protocols: The ticket attendant is provided with comprehensive training on safety protocols, emergency procedures, and evacuation plans. This ensures they are prepared to handle any unforeseen situations and prioritize the safety of customers and staff. The training is typically conducted by the safety officer or a designated trainer.
9. Learning about upselling opportunities: The ticket attendant is trained on identifying and capitalizing on upselling opportunities, such as promoting premium seating options, add-on services, or special packages. This training helps maximize revenue generation for the company. The task is performed by the sales manager or a designated trainer.
10. Reviewing company policies and procedures: The ticket attendant is provided with a detailed handbook or manual that outlines the company’s policies and procedures, including attendance, dress code, breaks, and code of conduct. This ensures they are aware of the expectations and guidelines set by the company. The task is performed by the HR department or a designated trainer.
11. Practice ticketing transactions: The ticket attendant is given the opportunity to practice ticketing transactions in a simulated environment. This helps them gain confidence and proficiency in using the ticketing systems before handling real customer transactions. The task is performed by a designated trainer or experienced ticket attendants.
12. Introduction to other departments: The ticket attendant is introduced to key personnel from other departments, such as marketing, operations, and finance. This helps them understand the interdepartmental collaboration and how their role fits into the overall functioning of the company. The task is performed by the supervisor or a designated staff member.
13. Reviewing customer feedback and testimonials: The ticket attendant is provided with access to customer feedback and testimonials to understand the company’s reputation and areas of improvement. This helps them align their customer service approach with the company’s goals. The task is performed by the customer service manager or a designated staff member.
14. Ongoing training and development: The ticket attendant is informed about the company’s ongoing training and development programs, such as workshops, webinars, or certifications, to enhance their skills and knowledge in the customer service field. The task is performed by the HR department or a designated trainer.
15. Performance evaluation and feedback: The ticket attendant undergoes periodic performance evaluations and receives constructive feedback from their supervisor or manager. This helps them identify areas of improvement and set goals for professional growth. The task is performed by the supervisor or manager
From reading through the items in the example Ticket Attendant checklist above, you’ll now have an idea of how you can apply best practices to getting your new Ticket Attendant up to speed and working well in your Customer Service team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.
