Theatre’s topping the bill for services
SOUTHPORT Theatre and Convention Centre has topped a national group mystery shopper poll for a second consecutive year.
During 2017/18 the venue achieved an average score of 96.5%, and on a number of visits over the year a perfect 100%, placing it first among the 32 ATG venues.
The mystery customer programme run by ATG, which operates the Southport Theatre and Convention Centre on behalf of Sefton Council, is intended to help the company maintain a consistently high level of customer service in all its venues.
General manager Lisa Chu was presented with the award by the group international business director, Nick Potter.
She said: “I am extremely proud of the team, and to beat 31 other venues in ATG’s portfolio, including our sister venue, Liverpool Empire, for a second year running is an outstanding result for us.
“The award shows our commitment to operational excellence and how the team takes huge pride in making sure our customers have the best possible experience at our venue.”
The programme measures four areas: customer engagement; service excellence; selling skills, focusing on the recommendations and knowledge provided to enhance the customer’s visit; theatre standards, and how the team presents itself and the theatre.
In addition, there is a special category, Above and Beyond, which recognises individual examples of excellent customer service.
The Southport Theatre and Convention Centre is one of the largest conference, banqueting and entertainment venues in Merseyside.
In addition to the theatre auditorium, which hosts a variety of touring productions, the venue features three versatile event spaces, which are used for a wide variety of corporate and private events.
Another operator has been in talks to take over the Sefton council-owned theatre.
Southport Theatre and Convention Centre received last year’s ATG mystery shopper award, above, and has now done so again