Twas’ the week before Christmas down on Ashley Hall Farm,
Where the Skiddlers were preparing for the busy time to come.
Account Support and the Managers too, spreading joy to promoters, making their event dreams come true!
The Dev team work hard fixing all the broken bits, quietly creeping down the stairs, pinching milk and biscuits.
Not forgetting marketing with their magical content,
inspiring girls and boys with their festive Skiddle events!
Now perhaps a little biased, but definitely best for last,
The Customer Care grinches have been busy under wraps,
(With their Christmas Asanta tasks!)
So, put on some Pogues and grab an eggnog,
Feast your eyes on the Customer Care Christmas Blog!!
(yule love it!)
Ella (Chief Elf) 🎅
“As someone who’s experienced a fair few festive periods at Skiddle (6 of them to be precise!), I’ve got a good idea of how it all goes down and that preparation is key. Therefore, I wanted to get the whole team involved in the Christmas and New Year 2019\20 Customer Care operation! Each team member has been assigned tasks which they can own, take responsibility for and really have a sense of accomplishment when everything runs like clockwork. And most of all, be proud that we really have been there for our customers at this time of year. It goes without saying that you can’t predict some things, but we can certainly be prepared if the snow decides to put a stop to some events.
I also have a couple of jobs myself! I will make sure that the rotas are all spot on so that everyone has their time to enjoy a few festive bevvies and so that we’re suitably staffed to take care of our customer’s queries. It’s also my job to make sure that those who will be working remotely are well equipped. As a company, we’re confident we have everything in hand so for the first time in a good few years our HQ will be closed on Boxing Day and New Years Day! That said, whilst our customers are getting ready to top up from Christmas Day and New Year’s eve, we’ll still be keeping an eye on things…..just in case.
Lastly (and this is what I’m most excited about) I’m leading a project which will spread a little Christmas cheer to our best customers of the year. We will be sending a Skiddle branded chocolate bar containing a golden ticket, letting them know that we’ll be refunding their tickets for the last event they attended just to say thanks for their loyalty this year. The project requires lots of elf power but it will all be worth it in the end!”
“I have been set a number of tasks to ensure we are on top form and ready for anything Christmas & new year throws at us!
Firstly, I have started the twitter campaign #SkiddleChristmas to spread helpful information to our followers.
Secondly, it is my job to ensure the team fill in a breakdown of the volume of calls and emails received each day throughout the festive period. This helps us to be better prepared next time around!
I have also amended the opening times to ensure our phones don’t ring on Christmas Day and New Years Day because we won’t be here to answer them! Leading on from that, check out the gorgeous visual of our Festive Opening Times!”
“Over the Christmas period, I have been set 2 tasks in order to get Skiddle involved in the Christmas spirit.
My first Christmas task is to create a bespoke message with a Christmassy touch which will be added to Skiddle’s auto-reply!
My second task is to get our Christmas opening times amended on the Skiddle website. This is to ensure no one calls whilst we’re stuffing our faces with pigs in blankets and enjoying our santa-stic new Christmas cracker gadgets!”
“My Christmas Asanta Task is to gather together all the contact numbers for Skiddle staff who are working over the Christmas period. This is a key task as being well contacted will help all staff if a Christmas emergency arises.”
“I have been set two tasks to contribute to our Customer Care Christmas action plan. To begin with, I have had to amend our support system’s opening hours so that our SLA’s are not affected. An SLA is an agreed-upon measure of the response and resolution times that our support team delivers to our customers. It is important to include any days where our offices will be closed. Finally, I need to confirm our remittance dates which means a date that a promoter gets paid for their events. This is extremely important to be aware of for any event issues. One of our company aims is to be customer-first, therefore, any issues such as entry refusals we see as a high priority to resolve!”
“The Posted Ticket Dispatch department has been working like Christmas elves to make sure all our lovely customer’s orders are shipped in good time before Christmas and New Years! It looks like our customers are in for a massive December with events ranging from:
Ministry of Sound presents The Danny T Show to Trevor Nelson Soul Nation Xmas party with special guest Bobby V to The Craig Charles Funk & Soul Club. For that personal touch, we’re adding festive messages to a selection of orders, because we care that our customers have the best Christmas and New Years. On 20th December, we’ll be closing down for the year for a well-earned break, ready to start again for the New Year, roll on 2020!”
“ Over the month of December, I have been working on my Christmas Asana tasks, delegated by Ella and Shelby. The first task I accomplished was to update the Customer Care team’s signatures on ZenDesk with a Christmas themed message. We now wish all our customers a very ‘Merry Christmas’ with every email sent on our support system, adding that extra personal, festive touch.
My next Christmas Asana task was to arrange the Customer Care Festive Fish Friday event. I created a poll within Slack in order for each team member to vote where they would prefer to go for tea then collate everyone’s food orders. Once we had finalised the dates and destination, I called up and arranged our booking. In the end, we went to Top Chippy and had a merry old time!
Lastly, it was my task to write this very blog, offering insight into the team’s tasks and roles throughout December.”