Digital @ The Arts Unit Creative Classes
Customer service in the entertainment industry
Develop knowledge and skills to communicate effectively with customers and provide quality service
Student VET entertainment resource developed by The Arts Unit
Years 11 and 12 VET entertainment
What will I learn?
You will:
explore communication techniques
explore types of customers, including customers with special needs
identify difference between customer needs, expectations and preferences
develop quality customer service skills and knowledge
identify causes of customer dissatisfaction
develop complaint handling techniques.
Before you begin
Welcome to this Digital @ The Arts Unit Creative Class on customer service in the entertainment industry.
Lessons 1 explores quality customer service, including customers with special needs.
Lesson 2 discusses customer dissatisfaction and complaint handling techniques.
Communication
Effective communication is considered to be the sharing of information, ideas and opinions among participants in the process, involving an exchange between people. This two way communication process occurs when the sender is able to obtain feedback concerning how the receiver is decoding the sender’s message. Asking a few questions to confirm the receiver’s understanding or asking them to do something or to demonstrate their understanding would provide this feedback.
There are 3 types of communication:
verbal
written
non-verbal communication.
Communicating effectively with customers in the entertainment industry can occur many ways, including; face-to-face, over the telephone and electronically. In any form of communication it is important to be accurate, clear, concise and courteous.
Effective verbal communication techniques
Includes:
use of appropriate language
clear voice
audible volume
courteous tone
active listening
asking questions or rephrasing to clarify or confirm understanding.
Good telephone etiquette
Includes:
greeting callers
answer call promptly
identify the workplace/organisation
identify yourself using ‘This is’ and name
offer assistance
courteous tone
clear articulation
audible volume
accurate relaying of messages.
Non-verbal communication
An extremely high percentage of information we communicate is through nonverbal signals, including:
body language
posture
personal appearance
hand gestures
eye contact
facial expression
body contact (for example shaking hands)
tone or expression (for example pause, emphasis on words).
Written communication
Within any workplace there are many forms of written communication used, both paper-based and electronic.
In the entertainment industry common examples of documents include:
correspondence (faxes, memos, letters and emails)
database reports (customer/client records)
booking system records
sales records (forecasts and actuals)
forms (manual and electronic)
invoices (from suppliers and to debtors).
It is important to select the most effective communication technology that is appropriate to work tasks.
Influences in the selection of a communication technologies include:
technical and operational features
access of the sender and receiver to necessary equipment
technical skills required to use the medium
required format
degree of formality required
urgency and time frames
portability
cost.
TASK:
Discuss the features, purpose and limitations of a range of communication technologies common to the entertainment industry including, telephone, electronic devices and social media.
Types of customers
There are 4 different types of customers:
Internal customers are people within an organisation who work together within different departments, including workmates or colleagues.
External customers are from outside your business; visitors or members of the general public who do not work for the organisation. External customers should be given high priority, as they are the people who pay for products and services and thus keep the organisation in business.
New customers.
Repeat customers.
In the entertainment industry the term patron is used to describe a customer or person who visits an entertainment establishment for the purpose of being entertained.
TASK:
Identify various examples of internal and external customers within the entertainment industry and the service requirements they may have.
- Quality service
2. Handling complaints
Be sure to explore all of our Digital @ The Arts Unit VET Entertainment Creative Classes:
HSC Hub
To assist with your HSC exam preparations you might like to also visit the Department of Education's HSC hub.
Third-party content attributions
Entertainment Industry Curriculum Framework Stage 6 Syllabus, © NSW Education Standards Authority (NESA) for and on behalf of the Crown in right of the State of New South Wales, 2020, copied under s113P, accessed 13/08/2020