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Ticket Office Training: tRes customer inquiry



This screen shows you the customer's account in whole. It shows the customer information (address, phone,email,etc.), types of tickets (season and individual events), priority points (total as well as a breakdown of how points were accrued), membership, and patron summary, as wel as other information. It is helpful to konw that if any tab on the inquiry screen has a + next to it, then there is information behind the tab that you can look at.

1. Specifically, what informaiton does the memberhsip show you?

2. If a customer hasw the 'customer,donor,current/expired member' next to the customer number, what does it mean?

3. I see all the magnifying glasses but I don't know what it is. What is it?

4. Customer inquiry also shows the status and type of customer. Name a few.

Women's Volleyball: Tues. vs. Loyola Marymount at 7pm

Men's Basketball: Tues. vs Niagara at 7pm

Fine Arts: The Mill on the Floss Nov. 2-18 at 2pm and 7:30pm;Into the Woods Nov. 17 thru Dec. 9; ON SALE. Please review the sheets and be familiar with what is on sale. Practice using keywords,dates, etc. to find the events.

 

Beehive Classic: See BYUtickets.com for all of the details. Courtside Cougars and Vivint Club have until Tuesday at noon to order the $100 and $250 seats (includes a pregame meal and half time snacks). Please use order mgmt to order, they may only have up to the same # of season courtside tickets as they have. Do not allocate. Cougar Club can start ordering ticket on Tuesday @ noon.

Hawaii Will Call: We will be at gate #6. 90 minutes prior to kick off.

WCC Tournament tickets: We do not yet have information regarding sales or pricing.

WVB NCAA Tourney Rounds 1 and 2: There is a 50% chance that we will host the 1st 2 rounds of the Women's VB tournament. All session passes would go on sale to STH and CC members at 9:00 AM Monday the 27th and they must order by noon to get their same seats (STH). Public may purchase starting at 1:00. Single games will go on sale on Friday, Dec 1st. Matches are Dec 1st at 5:00 (non-BYU match) and 7:00 (BYU match) and Dec 2nd at 7:00--winners from Friday. All Session pricing is $16 for Courtside, $13 for reserved, and $11 for GA. All fees included. Single games will be $11, $9, and $7. The announcement will be made on Sunday the 26th.

Non Conference Saturday Pack: is now off sale. The other mini packs that are on sale include Conference 9 game pack, Conference Saturday Pack and Holiday Pack.

Gymnastics Season 2018: Onsale now. Do not assign seats just take their request.

Print at Home: In the past, we have been careful not to send to large of orders as print at home. With the all inclusive price and a customer's ability to buy large quantities online with print at home, we no longer have to limit how many we can send. With that said, it is still more convenient for some to have hard tickets. If you have a large order, you may offer to send it to them at no extra charge if you think it would save them and us the hassle of mixed up tickets. Do NOT offer mobile for large orders. They are still problematic for a large group.

Christmas Around the World Promo: We've had many customers who bought tickets through the office and was given the promo discount on more than the allotted given, which is two. Remember: ONLY two tickets total can have the promo applied, not two for each performance. Refer to the onsale sheet or ask a supervisor if you are confused. If they want group tickets the price type is G nor PROMO.

Celebration of Christmas: If someone asks for Celebration, would you invite them to consider coming to Christmas Around the World instead since Celebration is sold out? It would be a nice gesture and they might enjoy it.

Men's Basketball Season: New season orders will need to be placed through the office because it is no longer available online with the first game passed. Continue to use the 'p' holds.

Olympic Sport Season Tickets: We have had some confusion about assigning seats for season tickets. Do not assign seats for season tickets unless there are open seats and you are sure that the priority ordering period is over. For all Olympic sports, seats are assigned based on Cougar Club membership and points. After the initial assignment, seats will be changed to a "p" hold and these are the seats that you can assign for season tickets.

Basketball Mini Packs: There will be 4 mini-packs offered this year. They are outlined on BYUtickets.com. They will go on sale on Sept 28th. If someone asks about them you can send them to the beautiful chart that Tracy made. The individual game on sale dates are also listed under the basketball box. When assigning for these games, use the open seats and be sure to 'map single event'.

Fine Arts Standby Tickets: When a performance in the Margetts or Nelke Theatre is general admission seating and is sold out, we will have standby ticketing. There are a few performances that are sold out for The Mill on the Floss. There are copies of the Standby Instructions at both offices.

UNLV Will Call: East Box Office near Gate F. Gates open 60 minutes prior to the event. This game starts at 7:30 PM Pacific time which is 8:30 in Utah. This is a Friday game.

Wheelchair for BB: We have changed wheelchair section 122 above the students to l holds. This is so you can sell them to a WC customer but they are not available online. Please only sell 2 per person because they are in such limited supply. There will be seat covers on the 2 rows in front of these seats so that standing students will not block their view.

Fine Arts Group Tickets: Any event that has a group ticket price may be purchased early, before the onsale published date. The only stipulation is that they must buy 10 or more for the same performance. This includes all of season FA17 and many of them are online for sale now.

Will Call: If you are working will call at BB or FB, please do not ever turn anyone away without involving a manager. If they say that they got them from athletics or any other type of story other than "my friend said he would drop them off" you must research further. On Saturday an envelope got filed wrong, didn't get noticed when all of the boxes were double checked and then when the customer came, we didn't ask enough questions or get enough help to figure out where their tickets were or how we could help. With BB season coming up, remember to never turn away a will call customer unless you have asked lots of questions about who was leaving the tickets and then asking a manager. A manager is the only one that should turn a customer away at will call.

Men's Volleyball 2018 seaon tickets will go on sale Nov 1. Take their order and put the seating request in special handling. We will select seats by CC membership and priority points. Individual games go on sale Dec 4th.

CRM: Please don't forget your CRM's. When going through basektball I found a whole season ticket package was voided with no CRM. A lot of research had to be done to figure out why I had tickets and no order. A CRM must always be filled out when doing and exchange, void, refund, etc. Anything unusual needs a CRM. Thanks!!!

 

Hawaii AWAY: Do assign these now.

 

 

 

 

 

   
  
football
Football Away: Whether to Assign Detail (including limits)

Wheelchair Seating: Do not tell people to call back the week of the game to see if we have wheelchair. The few that we have will go for season ticket holders that need them. We just don't have them for sale game by game. We did sell a few early on, but we will not have any more. This is true for Football and Basketball.

Tailgating and RV Parking: The designated lot is now located directly south of the BYU OIT building and east of Baskin Robbins, 55 E 1230 N (BulldogĀ Ave). Check out LES Parking guidelines.

Football ROC Line Rules: Please refer individuals to @BYUROC twitter account for information rather than trying to explain.

Log in to UPS See UPS Tracking under Training.

Stadium Seats: www.byuseats.com

Donation requests: There is a page that addresses this issue. It is at byucougars.com and then under the BYU Athletics tab, listed under other there is "requests". If you can guide a customer here it lists the types of organizations that can request, then it has a form to fill out and then gives the email jen_wheeler@byu.edu for questions.

basketball

Parking Passes: If someone did not get their parking pass, or they ordered late but should have had one, they should call or email Cougar Club. 801-422-2583 or cougarclub@byu.edu.

CHECKING COUGAR CLUB MEMBERSHIP: When you have a customer pulled up on CRM or Pac7 DO NOT USE the Membership box to determine CC level--this is not accurate. There has been some discrepancies in this box due to the way Cougar Club has been doing their reporting and so we cannot use it to determine what level they are. The correct way to check for club membership status is to go to the "Donor Profile" tab and look under the "Donor Summary" box. This will show the last donation- this must be within the current year. Next, check to see that their customer Type is a Cougar Club. We should always be checking in those two places and make sure that you see a donation amount that is within the current year.


Arts

Y Tix: We will be selling "rush tickets" to students for every BRAVO! performance. Click on the link for information: http://arts.byu.edu/y-tix/. When students call in to claim their tickets, check their name on the google doc under Y-Tix. Please use the "r" holds and choose will call as the disposition. They will need to have their BYU ID to pick up their tickets.

Arts Pass, Student Music Pass, FYE(First Year Expericience): These are 3 different things. Please read the blog, event details, details on BYU Arts to know the difference. We need to convey to our customers the correct information. Just realize that freshman coming straight from orientation are hearing about an arts pass; but probably they are being told about the FYE card which they will need to pick up from their mentors. Encourage the Student Music Pass which is only good for School Of Music performances.

 

Theatre Season: See byutheatre.byu.edu to go directly to the BYU Theatre season page on BYUarts.com. Season tickets now on sale for renewals as well as new orders. There are five required shows in a theatre season package. Use the package item to sell season tickets.

Family Concert Series: Family Concert Series events are FREE.

Fine Arts Exchange: If you're trying to do an exchange in a Theatre Season and the total comes out incorrectly then you can use the item FAP to fix the price. Change the FAP price to even out the balance due. Many people find it easier to do a return out of the season and then add a new line for the new item. For the new item, choose the price type that most closely matches the price of the return and then use FAP to make the balance due $0.

TMA Complimentary ticket update: Complimentary tickets for TMA Faculty will be allowed for the full run of the show. The TMA majors and people involved in the production will be able to attend any performance during the run except for the final Friday and Saturday. TMA majors with a card will be able to purchase tickets at $2.00 except for the the final Friday and Saturday. The price for the TMA card for the final Friday and Saurday shows would be half off of the public price.

Fine Arts Season 2017-18: Select to see events. Season mailings are $10:

Fine Arts Attendance and Exchange Policies: Please take time to review these policies listed on http://arts.byu.edu/attendance-and-ticket-policies/. We should all be more consistent with our fine arts patrons. Season theatre patrons and comp tickets would not require the exchange fee which is $1.00 per ticket.

Age limits: The age limit for events held in the HFAC is the youngest age that a person will be admitted. (As opposed to Marriott Center and Stadium seating, we generally list the ticketed age without restricting admission.) Please be familiar with the age of admittance for HFAC events. Check the arts website, event details or Event Summary.

Discounts: On applicable events, BYU alumni may receive a limit of two tickets at the Alumni rate. See Training, Faculty-Staff/Student Discounts (Arts Events)

Calls for Jeff Martin: If an individual wants to talk to Jeff Martin, we can transfer the call to the Fine Arts ticket office and they will assist or take a message for Jeff. We want to avoid giving out his direct line since he is so busy.

Studio C: Ticketing for Studio C recordings is done through BYUtv.  They take ticket requests at "byutv.org/audience" Show dates will appear on the calendar as they become available.  Because there is a high demand for Studio C tickets, they are distributed via a lottery. UPDATE: No tickets are being distributed for 2017.

School Matinees: School matinee performances are to be ordered through JoNell (except Evening of Dance call x6757) at 801-422-5632 or email jstoddard@byu.edu. For a list of these performances, click here. School teachers representing the school or home school directors may call. Groups enter by pass list, not tickets.

Theatre discussions: Post-performance discussions with the cast and audience generally take place in the same venue soon after the Thursday evening performances for about 15 minutes. Accordingly, there will be two discussions for each production. Check the website to confirm specific discussions.

Fine Arts Charitable Donations: Inquiries about fine art ticket donations for charitable purposes may be submitted to Jeff Martin on organizational letterhead by mail or email. There's never any guarantee but sometimes he can help.

Arts brochure/email request list: If someone wants a brochure, get one for them and had write their address on it and put it in the mail. It might be a good idea to tape the pages shut with two pieces of tape. Note: We also need to put a white sticky label over the "Nonprofit Organization US Postage PAID" label on the back, which is not applicable to our individual mailings. If individuals want to continue to be on the arts brochure mailing list in future years, please create a CRM to JoNell including the customer's name and address.

Fine Arts Processing: Click here to read more on general season/package processing.

Event Summary: Read more. Timeline below is subject to change.

Fine Arts - season/package processing          
Package Renewal New Orders Sale Date Online Requirements Benefits

Theatre season

Beginning May 22 Beginning late May May 22 5 required shows: See theatre Season discount on TMA events.
Option to buy Bravo! early with no discount unless 6+ Bravo! shows are purchased as package.
Qualifies for artsPass benefits in July.
BRAVO! season Beginning May 15 Beginning May 22 May 15 Buy 6 Bravo! events. Read more. Season discount on all Bravo! events.
Qualifies for artsPass benefits in July.
artsPass Beginning July 10 Beginning July 10 July 10 5 different events required. No discount (unless purchased as season above) but option to prebuy all events.
Groups    groups 15+   July   Group of 10+ at same performance.
See group holds.
Groups of 10+ may prebuy. Discount on select events. See groups 15+
School groups    school groups 15+   May   Groups of school age youth. Contact x5632 or jstoddard@byu.edu except Evening of Dance call x6757. Performances exclusively for school age youth. See school groups 15+
  
  Other
 

Cosmo Kid's Club: For information on joining and benefits, refer individuals to their website so they get their information direct from the source--cosmocougar.com.

Other ticketed events on campus: Check out eventtickets.byu.edu for other events being ticketed by other sources on campus.

 
  Office

Troubleshooting Pac7: Spectra would like to get more information on system functions when Pac 7 becomes slow and non-functional. Please complete the linked survey when we experience Pac7 system problems.

Mxie phones: Login is now by station rather than individual. See Office Phones for your login.

CRM: Create a CRM of anything that is out of the ordinary, i.e. returns, exchanges, reprints, merges,customer problems, etc. You no longer have to record every transaction that you take from a customer.

Employee policies: The ticket office employee policy handout has been updated. Regarding social media posts, you are absolutely more than welcome to post pictures on your social media of our parties or other fun things in the office, sharing a link to a fine arts performance etc. However, please DO NOT post anything online that indicates that you are giving information for the ticket office, such as replying to a thread with an answer or argument. Alot of items we discuss in the office are confidential and should be never shared online. We also find out about things before the general public knows, and we do not want to share this information online. Please use good judgement.

Item Sales: One of the functionality issues with Item SaIes is that after 20 minutes of "inactivity" an order will time out. We recently had a clerk actively working on a large order which timed out by the time payment was to be submitted. Order Management does not have time limits.

Blocked emails: Individuals may add the following to their contacts/address book to help prevent emails from being blocked or diverted to junk/spam:

PAH or MD emails: BYUtickets@byu.edu
PACmail:@pacmail.em.marketinghq.net or @pacmail.marketinghq.net

Lost and Found @ MC: Anything left at the MC will be held at the Special Events Office for a couple of days. If someone is looking for something, have them check with Michelle before going to campus lost and found. She keeps more valuable items in a safe area but things like coats and bags are kept in some overhead bins back by Dani and Kay's office.

Parking: When we have a big event at the MC, everyone, including students that are working, may park in the stalls with cones or the red signs that say event staff. For some events you will also need to pick up a pass. You will now need a Lot 7 pass for the MC when working football.

Donations: Click here for instructions on how to take quick Cougar Club donations in T-Res. Important: Designate the paymode type V=Visa, M=Mastercard, A=American Express, D=Discover. Use "donation" batch number on phone 6 or window 7. Change the customer type to CC unless they are BYU employees/retirees. Make sure account contact information is updated.

T-Res: Please remember to log in everyday to t-res. Don't forget your password because you will need to use t-res every once in a while.

Gift Card: When placing orders, please don't write anything in special handling until the card is issued. At that point, we write the gift card number under special.

Tracking UPS Orders. Go to UPS.com- login: byutickets password: BYUrocks9- Click on Tracking- Click on Quantum View Manage- Click on Third Party. Here you can search for any order that has been shipped by typing in their name. If needed, you may also redirect to a new address, if it has not yet been delivered. Ask for help.

Season discounts: Those who ARE NOT eligible to receive a discount on season orders include: Church employees, ex-courtesy card holders, and MTC employees. Adjunct faculty who are verified in the system are eligible for a season discount.

 

 

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