Angry Customer Responses

Fans unhappy with their seats: If fans are unhappy with their seats they purchased, we have a section on our app and a stand at the stadium where they can upgrade their seats for a small price. On our app when fans are purchasing tickets we have a picture from each section of the seats where they are purchasing tickets to be able to see where they will be sitting.

Fans unhappy with other fans: If fans are unhappy with other fans, they are able to tell one of our staff members and the staff members will talk to the fan/fans they are unhappy with or they will be able to move seats (depending on the situation).

Receiving the wrong order: If a person receives a wrong order when using our app they will be able to press a button on our app under their order. This button will say “Recieved Wrong Order.” Then they will need to take a picture of the order they received and will have their correct order brought to them. They will also get to keep the wrong order they received.

Bad food: If a fan receives bad food, they are able to bring it back to the stand they purchased it at. They will be asked what is wrong with the food and their response will be written down. That way at the end of the day the food department at the ballpark can go over everyone's complaints so that we can fix it. After their response is written down they will be given a refund or a voucher to use at any other stand for whatever item they want.

Angry Responses From Fans

We train our employees to deal with all sorts of customer problems. Employees will look after the people involved in the situation, tend to the issue, and work with the people involved to figure out a solution. The key is to be able to calm people down in order to progress through the situation. This can be either in the ballpark, over the phone, or through any other outlet where we provide service. All of these setting scenarios are equally important to manage because we look to not only retain, but also satisfy our investing customers. If there is any sort of physical altercation that needs to be broken up immediately, we do not hesitate to remove fans from the ballpark for any intolerable actions. Employees will separate fans and deal with them individually. If the problem has to do with a slight disagreement, our employees are trained to listen and set you up with the best possible solution. For example, if the food that you ordered is not made to your liking, the nearest employee will help you get a new order of food. We have provided practice exercises that demonstrate employee responses below. We do this because we rely on our employees daily to represent our mission while interacting with our customers.

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