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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.


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