Drama – Customer care and working procedures | e-Consult

Clear written procedures are vital for several reasons. Firstly, they ensure consistency in how all members respond to different situations. This prevents confusion and potential mishandling of enquiries, complaints, or emergencies. Secondly, they provide a framework for accountability – everyone knows what is expected of them. Thirdly, they demonstrate professionalism and responsibility to the audience and the wider community.

Consequences of not having procedures:

• Enquiries: Potential audience members might be frustrated by unanswered questions or inconsistent information, leading to fewer ticket sales.
• Complaints: Unaddressed complaints can damage the club's reputation and lead to negative reviews. A lack of a formal procedure can make it difficult to resolve issues fairly.
• Emergencies: Without a plan, a medical emergency or other crisis could lead to panic, injury, or even legal repercussions. Delayed response times can have serious consequences.

Example: Imagine a complaint about a late start time. Without a procedure, the club might ignore the complaint, leading to a dissatisfied customer and a damaged reputation. With a procedure, the complaint can be investigated, an apology offered, and steps taken to prevent future delays.