Global Spectrum's Customer Service Program:
Global-Spectrum Facility Management Company, operators of the MassMutual Center, have learned that one simple phrase can enhance their customer service while bringing visitors and employees together. All of the employees at the MassMutual Center including ticket takers, ushers, concessions, event cleaning, sales representatives, full-time, and part-time staff will greet you with a ‘How You Doin?’ and a big smile.
The new approach begins with a simple question, ‘How You Doin?’ but it is more than that. It’s goes above and beyond the norm and allows us to treat our customers the way they want to be treated. At the MassMutual Center, we want to ensure our guests are getting the most out of their experience, and ‘How You Doin?’ does just that.
The ‘How You Doin?’ philosophy is not only taking place at the MassMutual Center but it’s a company wide initiative for Global Spectrum, whose flagship arena is the Wachovia Center in Philadelphia PA. The MassMutual Center employees are not only here to assist customers, but also to make their experience more enjoyable.
The philosophy is also a great way to gauge the company’s performance. There is recognition for employees who excel in this area with prizes and rewards. This recognition of employee excellence can come from both internal (other employees) and external sources (customers).
Patrons are encouraged to participate in the rewards program by nominating an employee who exemplifies the new customer service philosophy. Nomination cards can be presented to employees who have given quality customer service. Nomination cards are available at Guest Services located on the face of the concourse. Those staff members will then fill out the nomination card and hand it in to their supervisor or drop it off in the four ballot box provided here at the MassMutual Center.
If you’d like to give us any suggestions on how we can make your experience here at the MassMutual Center more enjoyable or you would like to nominate an employee who demonstrated the ‘How You Doin?’ philosophy, please click here to send us an e-mail.