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BTTF Process (Assigning Purchasers (In case of Phantom Of the Opera (c.…
BTTF Process
Assigning Purchasers
Take a export from Tookan onto this sheet and reach out to our purchasers on the #bttf-purhcasers channel with the shows for today.
Once they have mentioned about the shows that they wish to take up, assign them accordingly.
Ensure that we check the staff roster and assign the purchasers their respective zones.
:green_cross: This process has to be repeated again at 3 pm EST
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Purchasers Enquiry
Unable to Find Seats
Mandatory Seats
- Check with the order ID on tookan and Find out the name of the show
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- Once you are aware of the website where you need to check inventory from, return to Tookan to check the applicable discount codes
- Validate the purchasers claim by checking for the same date and the seats that the customer choose
- Provide the necessary alternative via call immediately.
- We will resort to the emails and text message only when we would have failed to reach out the customer over phone
- Ask the Purchasers to fail the task post step 6.
Section Seating
- Check with the order ID on tookan and Find out the name of the show
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- Once you are aware of the website where you need to check inventory from, return to Tookan to check the applicable discount codes
- Validate the purchasers claim by checking for the same date and the seats that the customer choose
- Provide the necessary alternative via call immediately.
- We will resort to the emails and text message only when we would have failed to reach out the customer over phone
- If there is a discrepancy in the price, check the price that the customer has paid (total amount incl. of convenience fees). If we are able to procure tickets for a slightly higher price than we are supposed to, but without making any losses, request the purchasers to proceed with the task . Ask the SM in the shift for approval and put a note on the case for the reason for loss.
- Ask the purchasers to fail the task
Technical Issues
Tookan isn't working
- Ask the purchaser to restart the application :
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Assigning unfinished tasks
At times the purchasers in the morning shift are not able to complete their tasks till the rollover at 3 pm. In such cases we would need to assign the pending tasks to the purchasers who would be on the shift at that time
- Identify the tasks that are pending for that particular purchaser by filtering it with "Assigned" ,"Accepted" , "Declined" & "Started"
- Identify the tasks for that purchaser
- From the Staff Roster sheet check the purchasers who is working in that zone currently
- Assign the task to the current purchaser using the Bulk Assign feature
Hosting Enquiry
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Customer is delayed
- Let the customer know that the host can only wait 10 mins past the showtime, post which it will be considered as a no-show
QA Process
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Alert Tookan Slack Channel - You need to go through the slack channel at the end of the day after box office closes and verify all purchases made for the day.
Wrong/Unclear purchase - Validate that the purchase is incorrect and follow up with the NYC team. We have to either get them repurchased or exchanged depending on the issue and show.
Tick all correct reservations and leave as it is. If there was a change on any reservation, as in we changed the date/time/show/section, need to send a fresh confirmation email with all the relevant details.
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