This past week we have a huge turn out for a private event. At first, she was pretty understanding once I mentioned we had over 70+ players but it all change once I mention the current promotion listed on the pricing section of the website (Tier 3 Private Group:). She was unaware of the promotion listed on the side which cause confusion and frustration which was shown by her voice tone and her body language. She did honor the rental discount but there were still inconsistencies with the totals ($300+ difference). I mention if she was charging me $20 per admission or $15 per player because of the current promotion listed on the website. She started to say that she never heard a promotion like that and she did not know where I got it from. I apologize for any inconvenience I might have cause but I reassured her that it was listed on the website. She turned to her manager on her right which he confirmed my claims of the promotion and finally honor the discount which brought the total to $1585+...
I was astonished on how she handle my experience and did not even apologize after it was confirm by the manager that I was correct. I'm a retail manager and encounter high pressure customer interactions but I try my best not to show my frustration or emotions in fear that I misrepresent the company I work for. I've read several reviews on yelp about a same incident and do not know if it was with the same associate.
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Re: Registration Associate
1 year 8 months ago #78
I'm extremely sorry for this experience, and was hoping you might be able to assist me in figuring out which staff member this is, so I can maybe retrain them in these areas.
Firstly, was it a Saturday, or a Sunday, that this took place?
Secondly, can you remember whether the person that helped you had blond hair, or dark hair?
Tier 3 is our regular pricing for groups of over 40 people, and isn't even a promotion, it's something we offer every day to any big group like that, so I'm surprised that an employee isn't aware of this product.