You know how it makes you feel when someone goes out of their way to help or sends you a personal thank you. Well last year, you really made us smile because hundreds of you took the time to nominate our support team for the STAR Outstanding Customer Service Award.
In fact, so many of you responded and said such nice things about our support team that we won the award – up against ticket agents and venue box office all over the UK!
The Family Tickets customer service team attended the annual award ceremony for the Society of Box Office Managers (SOBOM) and the Society of Ticket Agents and Retailers (STAR), sponsored by Disney.
We sat alongside some of the biggest names in the business such as Ticketmaster, See Tickets and TodayTix, plus box offices all over the UK. And you can imagine how star struck we were to be guests alongside Mickey and Minnie Mouse!
The Outstanding Customer Service award is really unique because it’s the only award category that is decided by customers. So we were very happy to win our first award against such competition! And it’s all thanks to you and your feedback. Thank you, thank you - we couldn’t be more grateful!
We loved reading your nominations, especially those of you with young children who’ve been to see In the Night Garden Live. This really inspires us to continue improving our service and making the experience of going to see a show easier and more accessible for everyone.
So many of the comments praised individuals on our team who went out of their way to make a difference through being really caring and kind:
“Family Tickets really went the extra mile for me and my family, helping me to book special access requirements for a family member so that we could all attend and enjoy the In the Night Garden show. Great kindness and compassion shown.”
Another customer said how well we communicated with them during the lead up to their day out, leaving them well informed and reassured every step of the way.
“We had fantastic customer service right from the start of booking in the night garden live. The company was dedicated to making the whole experience an easy and pleasurable time. They frequently updated us via email so any queries were dealt with and we knew exactly what was happening and what to expect they did a tremendous job and made our family day out a very happy one.”
Our team have helped and supported so many families, but it was particularly moving to read the comments from families who attended an event with a child or adult with additional needs or access requirements.
One parent told us we showed “Outstanding kindness when speaking to me as I discussed my son's SEN and the understanding shown was fantastic and a pleasure to hear.”
Another said “My daughter has some visual restraints and John was quick to respond and assist me in ensuring my daughter had the best possible experience she could.”
One customer wrote in detail about how we reassured her about her visit, and removed any concerns she had about coming to see the show with her son:
“I nervously booked to take my twins to in the night garden - my little boy struggles with a sensory and communication disorder … I nearly cancelled our tickets as I thought it would all be too much for him. I emailed Emma my worries and straight away she did everything to help and make our visit the most comfortable and enjoyable possible! … I feel she went out of her way to ensure my son enjoyed the show and helped me feel more confident in bringing both my children to the show. Because of Emma I wouldn’t hesitate to bring them again.”
One parent simply said “They are friendly, warm, efficient caring people, nothing is too much trouble.”
Over the course of 2018, our average customer satisfaction rating was 94% and we’re continuously listening to your feedback to improve this. So many of our customers said we outshone our competition by exceeding their expectations.
“These people are amazing! From start to finish of the show they showed nothing but professionalism and care to me and my family. I have been to many children's events with my daughter and grandson and have never experienced anything that even comes close to the service they supplied… If only every company could be the same.”
“I only wish they could teach other companies how to deal with customers as efficiently as they do.”
We know when you book tickets for a special event or to see your child’s favourite show it’s a big investment. We care about every enquiry and booking you make with us and we want you to have the best experience possible. We understand your time is precious.
So if you have any questions, please get in touch with our friendly team at Family Tickets for a chat. We know how important it is for you to have peace of mind before you book and we’ll do whatever we can to help things go smoothly.
We aim to respond to all queries within 2 working days, but it’s usually much quicker. Our team are available 7 days a week and you can contact us however suits you:
Monday – Friday 9am – 6pm
Weekends and bank holidays 9am – 5pm
Phone: 0330 058 1585
Email: helpdesk@familytickets.com
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