Shifting the Focus: Emphasizing Safety in Customer Service Trainings During COVID-19
3:35 to 3:55pm| Tuesday, October 5th
When the Smithsonian prepared to reopen to the public during the COVID-19 pandemic, there was a need to provide training to staff on new safety guidelines for visitors. There was also a need to maintain the same level of customer service while encouraging visitors to be safe during their visit. The panel will discuss how they created a customer service training that emphasized safety, inclusive customer service, and de-escalation strategies for frontline staff.
Visitor Experience Manager, National Museum of American History
Acting Deputy Director for the Office of Audience Engagement and Deputy Director of Experience Design, National Museum of American History
District Manager Retail Operations, Smithsonian Enterprises