What We Do

Guest Service Training

Fan retention and loyalty is the most obvious outcome of providing quality customer service. Satisfied fans become regular guests with high expectations. GameDay Consulting works with you to discover your fans' specific needs, and develops a customized training program to exceed their expectations on every level of customer service.

In developing our training modules, the goal is to adhere to the 90-20-10 rule.  Sessions should be around 90 minutes in length, with a change of delivery (discussion, quiz, lecture, game, etc) every 20 minutes, and new topic introduced every 10 minutes. The training modules are participant-centered, as each trainee is involved in supplying answers, creating venue-specific scenarios, and remaining engaged throughout the program.

• Customized to your specific outcomes and expectations
  • We combine proven customer service standards from the sport industry to your specific sport organization or venue needs
  • Specialized training for supervisors and managers
• Interactive delivery to keep trainees engaged
  • Fun, upbeat, and interactive sessions
  • Video-enhanced learning
  • Role playing activites
  • Prezi and other enhanced presentation tools
  • Potential for online delivery
  • Small-group breakout sessions
• The training is beneficial for:
  • Ticket takers
  • Ushers
  • Parking attendants
  • Security personnel
  • Concessionaires
  • Custodians
  • Other game-day staff

Mystery Shop

The mystery shop (secret shopper) program is a vital component in objectively measuring the guest experience, the current level of customer service, and the enforcement of policies and procedures at your venue. The results of these observations are ideally used in three ways:

1. Reinforcing positive fan interactions
2. Identifying and reducing negative fan interactions
3. Creating the customized training curriculum

Components of the mystery shop include:

• Covert observation of fan interactions with game-day employees and/or volunteers
• Provision of timely results so changes can be quickly made to enhance the game environment

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