It’s the turn of customer services as Source delves into BLE’s inner workings.
Firstly, can you recap on what your role/department covers and your main responsibilities when it comes to BLE?
We are the customer service team and are responsible for responding to all inbound queries, whether you are emailing, calling our hotline or you are getting in touch through our Live Chat via our website. You will also find us at the show answering queries at the service desk. We are partly responsible for ensuring the exhibitor has the best journey possible.
How soon does your planning start for the show? How is the ‘to-do’ list broken down?
As soon as the doors close for one year’s show, we begin our planning for the next year’s show. Exhibitors receive their feedback survey a week after the show and this assists us in creating a plan for areas that we can grow and develop for the next show.
Our phone lines and emails are available all year round for the exhibitors to contact us with any queries they may have. We do also send out our outbound communications to all exhibitors with important information on, this begins around January.
What is the first thing you do?
Our first step is to analyse the queries that have come in from the previous show year to see what the problem areas are, we then feed this back to the BLE show team in our team meetings. This is to ensure that everyone is aware of the problems so we can all work on ways around this happening in the future.
Can you talk us through a rough timeline of how the year is structured for your team?
For the three months following the show we look at how we can develop and improve from our experience at the previous show. We can then begin to plan for when to reach out to our exhibitors. We are available all year round to answer any questions visitors and exhibitors might have at the show. We begin proactively contacting our exhibitors around nine months out from the show to ensure that they have as much information as possible to make planning smooth and clear. We aim to contact each exhibitor by phone throughout the year to check in and make sure that everything is clear with their preparation.
How important is it for your team to liaise with the rest of the BLE gang?
This is crucial to us. The great thing about working on Brand Licensing Europe is the open communication between each department. This ensures that we are all knowledgable on all areas of the show and guarantees we can support each other throughout the organisation of the show.
Best bit about your team’s role?
Being able to see a challenge through to its resolution. It is great helping exhibitors to maximise their potential at the show and ensure that everything runs as smoothly as possible.
Favourite thing about working on BLE?
It is such a fun show. From the creativity of the stands, to the properties shown on the stands – BLE is always exciting. The character parade is a definite highlight.
What is your team’s main role once on site?
We are onsite from the very start of the show’s build. We will be on the service desk to ensure that any queries are resolved as quickly as possible to ensure the show is a success!
What is the last thing you do before the doors open?
Grab a cup of tea… once the doors open there is unlikely to be another opportunity to get one!