Customer Charter
Our Customers
Backstage Theatre has a wide range of customers including audiences, artists, performers, members of the public, business clients etc. We aspire to reach as wide a customer base as possible and endeavour to ensure access to our facilities and activities for all.
Our Commitment to our Customers
We are committed to the delivery of a first class quality service to all our customer. To this end we aim to:
- Encourage a climate of mutual respect between us and our customers.
- Interact with all our visitors and customers courteously and informatively in a consistent and impartial manner.
- Provide prompt, accurate and detailed information and helpful advice on our programmes, services and facilities to visitors and customers.
- Ensure that all our customer’s right to equal treatment established by equality legislation are upheld in the delivery of our services.
- Offer services of value that meet the needs and expectations of all parts of the communities we serve.
- Endeavour to meet any special needs that our customers may have.
- Identify and work to eliminate any barriers to access of services.
- Ensure that our public spaces are safe, clean and accessible for people with disabilities.
- Ensure that our building complies with occupational health and safety standards.
- Ensure that our equipment is fully serviced and in working order ready for use.
- Work to continually improve our service to the public.
Communicating with our Customers
Our customers interact with us in many ways – in person, in writing, by telephone, by e-mail and via our social media channels. All users of our services are our customers and our policy is to assist them in a highly professional manner via whatever method they use to communicate with us.
Contact by Telephone
If you telephone us:
- Our staff will answer your telephone enquiries promptly and politely.
- We will give our company name and the name of the person answering the phone.
- We aim to answer your questions straight away. If we cannot do so, we promise to take your details and tell you when you can expect to hear from us again.
Contact by Letter, Email or via social media
If you contact us in writing via letter, email or social media:
- We aim to respond to your query in clear, plain language within seven working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply.
Visiting our building
If you call to see us:
- We will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
- We will aim to provide a meeting space to discuss your query, where appropriate.
- We will aim to answer your questions fully. If we cannot do this we will arrange to phone you, or write to you if you prefer.
Customer Responsibilities
Customers also have an important role to play in assisting us to achieve our service commitments. By adhering to the following principles you will greatly assist us in delivering a quality service to you:
Responding to Requests for Additional Information
- Respond as soon as possible to any queries raised, including supplying any additional information requested.
- Inform us of any changes in circumstances.
Making Appointments
If you need to visit Backstage, please make an appointment in advance. This will ensure that the appropriate staff member will be available and that any necessary preparations can be undertaken.
Cooperating with Staff
Treat staff with the same courtesy and cooperation you would like to receive.
Accord staff the due respect and freedom to carry out their duties and refrain from intimidating or threatening staff in any manner whatsoever.
The following behaviour is not acceptable from any member of the public in any of our facilities, or in the provision of any of our services:
- Harassment of staff by use of abusive, racist or threatening language.
- Use of violence or threat of violence towards staff members.
- Behaviour which is disruptive and interferes with delivering a quality customer service
Customers are advised that where a staff member is subjected to such treatment, contact will have to be terminated.
Feedback & Suggestions
Backstage is committed to consulting with its customers and to evaluating its services. You can help us by:
- Providing comments or suggestions regarding the service you receive.
- Completing and returning any customer survey forms that we may send you.
If you want to forward a suggestion on how we could improve our service to you, please contact any of staff listed below.
Making your experience as comfortable as possible
Where possible, we are happy to provide audience members with a quite space should they need it during a performance. Simply email us in advance to request it or request at time of booking and we will do our best to accommodate you.
If you or any of your party would like to arrange to visit our space before a performance to become familiar with the surroundings and take away the unknown element, please feel free to email us in advance to arrange a visit during office hours.
Our Social Story is also available to view &/or download.
How to Complain
We undertake to provide an accessible and fair complaints and redress system wherein complaints are given high priority.
We will do our best to put things right if we have made a mistake. We will acknowledge your complaint within 3 working days and try to deal with your complaint within 10 working days. If we need to carry out further enquiries or investigation we will let you know and try to have this completed within 20 working days.
If you have a complaint about the service/product we have provided, you should speak to the relevant staff member. If you don’t feel satisfied with the response from our staff at the time of your complaint, you can direct your complaint to the Artistic Director.
More information in advance of your visit to Backstage
Arriving at Backstage
It is probably best to arrive at the theatre at least half an hour before the performance starts. This will give you some extra time to collect your booked tickets, buy any pre-performance drinks, refreshments or programmes that you may require and generally get comfortable before the curtain goes up.
The time on your ticket refers to the time when the performance begins, as opposed to when you should arrive at the theatre. It is always important to check the starting time on your ticket. Unlike a cinema, no adverts are shown before the show, so you must arrive on time.
There is a car park at the front of the theatre building. If you intend to drive to the theatre, then it may be wise to give yourself extra time in order to find a parking space.
If you have your ticket via email you do not need to queue at the box office and can go straight to the auditorium
Buying tickets
You can buy your tickets at the theatre’s Box Office in person. This way you are able to see the theatre layout and view the selection of seats available and so be sure of getting the best possible view of the stage. You will be able to pay by cash, cheque, credit or debit card.
If you don’t have the time to spare to book your tickets at the Box Office in person, then the quickest way is simply to get on the phone. Our Box Office number is 043 3347888. You will need to have your credit or debit card details ready before you ring. It will also be useful to have an idea where you would like to sit in the theatre (you can always ask the Box Office for advice). Booking by phone incurs no booking fee.
We also provides a 24 hour online booking facility and there is a per-ticket charge of €1 for online bookings. You can choose your own seat with our online booking if using a PC.
There is also the possibility of buying your tickets on the night enabling you to go to the theatre at the last minute without the need to pre-book. However, this does have drawbacks. It does not guarantee that you will get a good seat or, if it is a popular production you may not get a seat at all!
It is also useful to note when booking your ticket that concession prices are often (although not always) available for group bookings over ten people, children, full-time students and Senior Citizens.
Where to sit
Most shows at Backstage have allocated seating, meaning when you book your tickets, you will be given a certain seat. There are ushers on hand to direct you to your seat. The main auditorium at Backstage has 212 seats. The studio has loose chairs and has an estimated max capacity of 80 seated.
Refreshments
Backstage Theatre has a fully licensed theatre bar, which serves a wide selection of refreshments half an hour before the performance, as well as during the interval (when relevant). Alcoholic, hot beverages & glass cannot be brought into the auditorium but interval drinks can be ordered in advance, which is a great way to avoid the queues and ensure that you have plenty of time to enjoy your drink before you need to take you seat. The theatre bar opens at 7.30pm on performance nights.
Theatre etiquette
Mobile phones (along with anything else that bleeps, buzzes or makes any kind of electrical noise) should be switched off well in advance so as not to make your visit to the theatre an unwelcome one!
Theatre regulation states that latecomers will not be admitted into the auditorium until a suitable break, or the interval so as not to distract the performers or other audience members. We will do our best to accommodate you.
Cameras (including mobile phones with cameras), video and tape recorders are strictly prohibited in the auditorium.
Smoking is not permitted in the theatre building.
Once you have taken your seats in the auditorium you are advised to remain seated until the interval as you may not be allowed back to your seat until a suitable break in the performance – so make sure you are comfortable and have everything you need before the curtain rises. The interval will usually be 15 minutes long, but you will be told exactly how long in the pre-performance announcement.
Children are welcome to attend the theatre, but it is important that they know what behaviour is expected of them. Although the performance tends to be exciting and enjoyable, noise from the audience can be very distracting for the performers, so children will be expected to sit quietly in their seats during the performance. It is worth asking the Box Office’s advice as to whether the performance is suitable for children and to see if there are any matinee (afternoon) performances available.
Backstage Theatre Staff
| Role | Name | Email address |
|---|---|---|
| Artistic Director | Mona Considine | mona@backstage.ie |
| Marketing Manager | Janice Gibney | janice@backstage.ie |
| Box Office & Accounts Manager | Anne Creighton | anne@backstage.ie |
| Technical Manager | Seán Mulroy | sean@backstage.ie |
| Front Of House Manager | Lena Solovjova | |
| Assistant Stage Manager | Doug Fox-Roberts | |
| Box Office Staff | Berni, Geraldine, Michelle, Finn, Caitlin | boxoffice@backstage.ie |
| Marketing Assistant | Derek Egan | derek@backstage.ie |
| Bar | Brendan Magan |
How to Contact Us
- Telephone: Box Office (043) 3347888
- Website: backstage.ie
- Opening hours: Monday to Friday 10am to 5pm & 2 hours before show time.