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MSA FORWARD 2018 Conference Education Session Recording

Session Title: Visitor and Customer Service Standards - Go For 100%
Presenter: Kate Neumiller Schureman
Knowledge Standards: Customer Relations, Communications, Business Relations, Operations

It doesn’t take much time on TripAdvisor to find the following, “Great museum – Horrible customer service!” You might be thinking, “That’s not about our museum store.” Well, you are not alone - Over 80% of American businesses, including museum stores, think they provide “superior customer service”. The truth is only 8% of customers think that way. If you aren’t sure what type of customer service your museum store is providing, this session will review why visitor services are so important to building customer loyalty and provide some not so expensive tools to Define It, Teach It, Live It, Measure It, Reward It

Takeaways include:

 The 15 Points of Museum Visitor and Customer Service
 How To Develop an Inexpensive Secret Patron Program
 Active Listener Games and Exercises