If you are an audience who came to watch the Olympic Games, when you are immersed in the ocean of passion and joy with expectation and excitement, the sincere and friendly smile and welcome of volunteers may be your first impression of this unforgettable experience. When you encounter problems and difficulties, when you need communication and help, when you need guidance in a strange city or a huge stadium, we will always be by your side. ...
Audience service has always been regarded as "the face of the Olympic Games", and its service target is a large-scale Olympic audience. It is predicted that during the 2008 Beijing Olympic Games, 7 million spectators will go to the scene to watch the game. How to provide them with safe and orderly guidance to ensure the smooth progress of the Olympic Games? How to create a cheerful and harmonious environment for them and let the audience show their passion for the Olympic Games? These are the contents of audience service.
The overall goal of
Audience service strives to provide all-round information, help and services to Olympic spectators in a positive and friendly way, create a safe, peaceful, cheerful and warm venue atmosphere, promote the audience to get a pleasant and valuable experience of the Olympic and Paralympic Games, and finally form a good impression and positive evaluation of the 2008 Olympic Games.
operating duty
The Olympic Games is the largest comprehensive sports event in the world, attracting audiences from all over the world. Compared with the large-scale events held in China in the past, the Olympic Games put forward higher requirements for audience service.
Audience service mainly includes the following six aspects:
First, the planning and management of people flow
When you walk in the parade leading to the stadium, you must hope to have clear guiding signs along the way; If there are smiling volunteers on the road to extend cordial greetings to you and lovely mascots to accompany you through the waiting time in line, will you feel more happiness in these tiny details? The goal of crowd planning is to make thousands of spectators gathered in the venue feel safe, orderly and comfortable. We will use professional technology and software to carefully design the streamline of the audience, and guide the audience when they come in and out through volunteers, so as to ensure that the huge audience always keeps a constant speed and walks around and inside the venue along the designated route, unimpeded and happy.
Two. Venue operation
When you arrive at the entrance of the venue, you must hope to pass the ticket check as soon as possible and find a seat smoothly; You may also need a lot of specific help, such as where are the items that are forbidden to be brought into the venue? How to find a bathroom in this strange place as soon as possible? Where can I buy mineral water? What if something is lost or the child is separated? Please rest assured that the audience service is still with you. In the venue, we will provide the following services for the audience:
Crowd management and guidance
Check the ticket
Certificate check
Seating area guidance and service
Lost and found service
Cargo storage service
The implementation of venue rules and the assistance of spectators in dealing with emergencies.
Barrier-free operation-a special service for the elderly, the weak, the sick, the disabled and the young audience with special needs.
Temporary translation service for venue audience
Other assistance requested by the audience.
Three. Operational support
High-level service requires strong logistics support. Without the operational support of audience service, there can be no efficient and accurate front-line service: volunteers baking in the hot sun need sufficient drinking water supply, spectators with mobility difficulties need wheelchairs or accompanying personnel, employees who stand for a long time need to change shifts in time, and a large number of operational materials need to be maintained and managed. Operation support mainly includes:
Audience service mobile team operation
Staff services and administrative support
Management, distribution and supplement of business materials
Provide venue visit guidance services for non-VIPs.
Provide temporary support to service personnel at any time.
Four. Public information service
When you have an eye for the Olympic Games for the first time, the demand for information will be accompanied by many choices and arrangements. Unfamiliar cities and venues, special admission rules and requirements for watching the game, the game arrangement that can't be missed and the latest game results will all become clear and transparent through public information services. The key to public information service lies in "communication", and our communication channels mainly include:
Provide consulting services through the Olympic telephone call center
Provide information and help to the arriving spectators at the Olympic Audience Welcome Center.
Printing and distributing audience guides and other printed materials
Publish various newsletters to the audience through websites and social media (radio, television and newspapers).
Inform relevant information
The information kiosks for spectators in venues provide various information consultation and lost and found services for spectators.
Verb (abbreviation of verb) missionary activity
Civilized watching and warm atmosphere on the spot are indispensable factors for the success of the Olympic Games. To this end, the Audience Services Department will also carry out the following work:
Audience publicity and education activities;
Mascot dressing and other activities;
Cheerleading recruitment and activities;
Organization and activities of reserve audience for Paralympic Games
Intransitive Verb Staff Management and Training
"People" is the most precious resource for audience service. During the Olympic Games, spectators and volunteers will be the largest and most widely distributed team in BOCOG. Most of our volunteers may have to stand and work for a long time in the hot sun, but they have no chance to see a complete game. But their faces and figures may be the most familiar and impressive ones for the Olympic audience. How to motivate staff morale, enhance staff will and improve staff service level has always been the focus of audience service. Before the opening of the Olympic Games, the spectator service will provide professional training for more than 20,000 staff.
"Humanistic Olympics" and Audience Service
The audience is an emotional group, so the audience service is permeated with deep human feelings and far-reaching humanistic care everywhere.
The concept of "big audience service"
Audiences from all over the world have diverse expectations and psychological needs for the Olympic Games. Their perfect Olympic experience often depends on two important factors: one is from the wonderful Olympic venues, and the other is from the overall impression brought to them by the city hosting the Olympic Games. Therefore, we need to establish the concept of "big audience service", unite all departments within the Organizing Committee and relevant government departments, and provide all-round services from outside the venue to inside the venue for the Olympic audience, so that the audience's accommodation, catering, tourism, transportation, shopping, entertainment and other urban feelings can be fully combined with the experience of watching the game, and finally leave a good memory for the 2008 Beijing Olympic Games.
Attention to detail.
The only way to serve the audience successfully is to win with details. The diverse needs of the Olympic audience are full of details, and each of our services will eventually be implemented to the details. Based on this feature of audience service, we organized an audience service demand survey and audience experience simulation in 2004 and 2005. Try to understand the audience's psychology from the audience's point of view and pay attention to their actual needs.