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MSA FORWARD 2019: Embracing our Differences: Providing Personalized Service

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MSA FORWARD 2019 Conference Education Session Recording

Session Title: Embracing our Differences: Providing Personalized Service

Presenter: Colleen Higginbotham; Director of Visitor Services, Chrysler Museum of Art

Knowledge Standards: Customer Relations

We’ve all heard the golden rule, treat everyone as you would like to be treated. This session flips that a bit and focuses on training our staff to test visitors as THEY would like to be treated. This includes welcoming the LGBTQ community, overcoming language barriers, welcoming visitors with disabilities and looking at our own businesses’ unique visitor types based on socio economic and psychographic differences as well as preferences on staff interaction and level of museum experience. By varying our approach to each customer, we can facilitate the best possible experiences and in return, the best business.