Courting Customers in the Arts (#408)

This simulation was developed in collaboration with Luisa Trisi, Sholem Dolgoy and the TMU Theatre School.

In a series of vignettes, TMU theatre students who are not in performance will practice important skills in navigating essential issues in customer service for arts administration, management and public relations.

Learning Objectives

Listening to concerns
Responding to non-verbal cues
Acknowledging feelings
Clarifying information
Identifying issues
Making decisions
Stating actions to be taken

Information for Learners

It is opening night of Romeo and Juliet. As the Customer Service Representative (CSR) you are responsible for inquiries and requests at the box office. You are also Front of House manager for tonight’s performance. You must deal with any issue as it arises. There is much tension, anxiety and excitement in the air. All resources are strained and you are the only person on duty for the day.

Simulation Details

Simulator Role(s)

Two actors playing multiple roles:

Vladimir Sorin, director
Sharon, Barbara Sangster; Susan and Bill; Chris; Stefan and Meredith, patrons

Learner Role(s)

Customer Service Representative (CSR) at TMU Theatre

Setting

TMU theatre box office (scenes one to four)
TMU theatre lobby (scene five)