NEWSLETTER Volume 1, Issue 5

June 1st, 2016

This ability to know a customer and anticipate his needs and, to finally, creatively and effectively recover from a problem or challenge were defined

as cornerstones of exceptional customer service.

“Fight actively–every single day, every single shift–against getting in a rut.

The principle of hedonic adaptation means that your hundredth day on the

job, naturally will not be as intense–as exciting, stressful, and so forth– as the first

day. This is good to some extent, but it means that you have to actively strive to remember that this same day is the first interaction your

customer has had with your company, and you need to keep your attitude fresh to

match theirs.“

“Validate customer concerns— Never argue with your customer or put

them on the defensive. When a disagreement arises, do anything you can to

understand their frustration before you figure out a way to help them. Validating their

frustration and showing that you see how they feel is the first start in fixing the problem. How each person feels is their own emotion, and as a customer service provider, you can’t

tell them that it’s wrong without likely exacerbating the situation.“

Employee Spotlight

Name: Judy Guerrero Position at PNC Arena: Supervisor of Event Guest Services Years with PNC Arena: Judy has been with the Arena since it opened in October of 1999. Accomplishments at PNC Arena: Most recently the Leadership Award for the 2014-2015 season. Other awards include but aren’t limited to: Employee of the Month, Circle of Excellence, Presidential Award, and the Isaac Hunter Excellence in Service Award presented by the Greater Raleigh Convention and Visitors Bureau Interesting Fact: Provided child care for my four grand-children for nineteen and a half years. Outside Accomplishments: Chili cook-off awards, North Carolina Special Volunteer Award from Governor James B. Hunt, worked on Garner mayoral campaigns, served on the Garner Parks and Recreation Board, Garner Junior Women’s Club Charity Ball Chairwoman for 4 years, Neighborhood Garden Club Treasurer, and the list goes on. Outside Interests: Judy enjoys taking pictures of nature, watching her grandchildren play sports, serving as a fill-in Grandmother for her neighbors, leading a daily walking group “Judy’s Gang,” Beach and Country Music, NC State Football, and of course Carolina Hurricanes Hockey. To submit an employee spotlight, please answer the

above questions and email them to: TaylorL@ThePNCArena.com

Industry Updates

Safety & Security Tip for your Family Summer months are full of unexpected fun, and unfortunately, sometimes unexpected hassles, such as insect bites and sunburn. There are easy ways to avoid these unpleasant, and sometimes risky, nuisances. By following a few simple steps, your summer can be full of all the family fun that you had planned.

Insect Bite and Sting Safety

Always use insect repellent on your skin and clothing to reduce risk of a bite. Use long-lasting repellent that includes ingredients such as DEET or Picaridin and reapply after swimming or excessive perspiration.

If possible, wear long pants and long sleeves to reduce your risk of skin exposure to bites.

Treat each insect bite or sting carefully:

Bee, wasp, hornet or yellow jacket stings—try to remove the stinger as quickly as possible and wash the area with soap and water. Apply an ice pack for a few minutes and give a pain reliever for any discomfort

Spider bites—wash the area with soap and water and apply a cool compress to reduce swelling. Give a pain reliever for any discomfort and apply an antibiotic ointment to prevent infection.

Tick bites—if you find a tick use a pair of tweezers to remove it by its head. Pull firmly, yet gently, until the tick releases. Call your doctor as he/she may want

you to save the tick after removal.

To reduce the risk of infection, do not scratch an insect bite.

Seek medical attention if you are stung inside your mouth as it could block your airway and cause labored breathing.

Sun Safety

Never go outside without sunscreen providing UVA and UVB protection and reapply often, about every two to three hours, especially after swimming or excessive sweating.

Avoid the strongest rays of the day—between 10am and 4pm

Cover up by wearing a hat or using an umbrella to shade the sun’s rays.

Wear protective eyewear.

Sunburn Treatment

Stay in the shade until sunburn is healed.

Take a cool bath or apply cool, wet compresses to alleviate pain and heat.

Apply pure aloe vera to sunburned areas.

Tale a pain reliever or an over-the-counter topical “after-sun” pain reliever.

If the sunburn is severe or blisters develop, contact your doctor immediately.

Never scratch sunburn as it can become infected.

Customer Service Tips

Click here for additional information!

“How do you answer the question, ‘What will my customers want next?’” There are growing trends across all industry spectrums, as we focus on both the sport and entertainment field. The key to success and survival is being able to predict the next trend and in doing so, keeping the customer happy and coming back for more.

We must constantly ask ourselves, “what customer expectations are being created by other products and services that will affect my business today and in the future?” The plus for our industry is we have the capability to rely on fans, though our struggle is improving the experience for the customer and fans [die hard fans are more likely to stick with their team or favorite artist through times of transition]. We must ask ourselves, “how can [we] make sense of all the innovative products and services out there in a meaningful and efficient way? 1. Look for similar innovations related to your industry, the

problems your trying to solve, and the value you offer. 2. Next, consider even seemingly unrelated innovations that

might still change the beliefs and behavior of your customers in unexpected ways that impact your business.

3. Finally, apply what you learn, take intelligent risks, and turn trends into innovation ideas and projects to prove their potential. Don’t be afraid to take a leap and go first!”

One of the largest challenges in this process is being able to predict the ways in which society, culture, and the habits associated with both are going to transition moving forward, which makes it difficult to leap forward, especially when our industry is based so much on wins and losses. We as an organization must overcome that obstacle and adopt habits that will improve the experience, which we can do so by asking ourselves daily these three questions: 1. “What did I give them yesterday that failed to meet their

expectations? 2. What did I give them today that only met their

expectations? 3. What can I give them in the future that will surpass and

redefine their expectations?” As we work through improvements internally, we are continuing to redefine the customer expectations and improving the overall fan and customer experience, whether it’s their first or hundredth game.

20 Expert Customer Service Tips to Try Right Now

Tips to Delivering a Wow Customer Service Experience

Top 10 Ways to Give Awesome Customer Service

NEWSLETTER Volume 1, Issue 5

June 1st, 2016

June 2016 SUN MON TUES WED THURS FRI SAT

1 2

3 Sesame Street

4 Sesame Street

5 Sesame Street

6 7 8 9 10 Office is Closed

11

12 13 14 Flag Day

15 16 17 Office is Closed

18

19 Father’s

Day

20 Summer Solstice

the longest day of the year

21 22 23 24 25

26 27 28 29 30

If you haven’t filled out the surveys yet, we’d greatly

appreciate your participation!

Newsletter Survey We heard your suggestions and

made modifications accordingly

Experience Survey Season Kickoff Survey

Click Here to Play Sudoko

Senator Barringer’s Senatorial Proclamation in regards to Larry Perkins

On Wednesday May 25th, 2016 Larry B. Perkins was recognized by Senator Barringer on the North Carolina Senate Floor during Foster Care Awareness Month on behalf of his work with numerous foster care initiatives, including his own, Foster a Voice, Wake Tech Fostering Brighter Futures and other.

Passing Away of a Beloved Employee On May 25th, 2016 PNC Arena lost a beloved Club Cook “Press Chef” that had been with us since September of 2009. Braxton Reynolds at age 26 passed away at the scene of his motorcycle accident.

Food Truck Fridays June 3rd—Barone Meatball Company

June 24th—Porchetta July 1st—Heavy Metal Grillers

July 8th—D’Burritos July 29th—King’s Authentic Philly Cheesesteaks

August 5th—Barone Meatball Company August 12th—Pho Nomenal

Dumpling Truck August 26th—Flattz

Things You Should Know Digital Ticketing

The Carolina Hurricanes are joining the movement to transition toward Digital

Ticketing following the initial start during the 2015-2016 season. There

are three options on entering the arena using digital tickets and they are

through swiping your STH ID Card, Printing your tickets at home, and using

a mobile device by logging on to your Caniac Account Manager.

Camera Policy The camera policy is standard for both the Carolina Hurricanes and NC State Basketball, with standard point-and-

shoot as well as cameras with detacha-ble lenses allowed in the facility. While

this policy could change for various other events depending upon the specific artist and the promoters

decisions. ADA Devices

At PNC Arena we are ranked above standards in regards to the Americans with Disabilities Act. Through offering

services such as: Assisted Listening Devices, Interpretive Services, Rex

Wheelchair Brigade Services, as well as others. For some services we ask to be informed at least three weeks prior in

order to contact the perspective parties to organize aspects needed.

Individuals requiring these services should contact Customer Care at

(919) 861-CARE (2273)

NEWSLETTER UPDATES

Want to see your pictures here, from both at PNC Arena and out in the community? Send

them to Taylor Link at TaylorL@ThePNCArena.com.

We would love to share exciting vacations,

accomplishments or other things you enjoy doing. We will

be spotlighting submitted employees as well, so feel free to answer the questions on the

previous page to submit yourself or another individual!