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Subject:
From:
Terrie Nolinske <[log in to unmask]>
Reply To:
Informal Science Education Network <[log in to unmask]>
Date:
Tue, 3 Nov 2009 14:54:56 -0500
Content-Type:
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ISEN-ASTC-L is a service of the Association of Science-Technology Centers
Incorporated, a worldwide network of science museums and related institutions.
*****************************************************************************

RE: customer service training



When I present training on customer service, I usually include the following 
topics:



1.  Excellence in service begins with the attitude of the individual service 
provider.

2.  Identifying customer needs, importance of listening and asking 
questions.

3.  Effective communication, including body language.

4.  Resolving conflict.

5.  Contact points for customer service (e.g., box office, retail, food, 
exhibits,

     programs)

6.  How to exceed customer expectations and get participants to buy into 
that

     process

7.  Ensuring inclusive customer service; making everyone feel welcome, 
including

     those whose first language is not English, people with disabilities, 
etc.



     Making sure you offer materials in alternative formats is especially 
important

     (large print, Braille, models, video with open captioning, audio, etc.)

8.  Loving what you do!  It's contagious!



Terrie

Terrie Nolinske, Ph.D.
Principal
TNI Consultants LLC

A Woman Business Enterprise
Member, Tampa Chamber of Commerce

Phone:  813. 973. 2102
Email:  [log in to unmask]
URL:  www.tniconsultants.com
----- Original Message ----- 
From: "Jan McKenzie" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Tuesday, November 03, 2009 11:26 AM
Subject: Re: customer service


ISEN-ASTC-L is a service of the Association of Science-Technology Centers
Incorporated, a worldwide network of science museums and related 
institutions.
*****************************************************************************

I have listed Customer Service Trainer as a volunteer opportunity and
brought in various people from the hospitality and banking industry to
lead trainings.

Jan M. McKenzie
Director of Museum Services

Omaha Children's Museum
500 South 20th Street
Omaha, NE 68102
M (402) 342-6164  |  D (402) 930-2347 |  F (402) 342-6165
[log in to unmask]
www.ocm.org

Gizmos, goodies, gardens and ghouls are coming to Omaha Children's
Museum. Cobweb Castle: The-Not-So-Scary Haunted House will be open
during regular museum hours in the month of October and Healthy
Trick-or-Treat Nights are on October 22 & 29. Starting October 10, a new
traveling exhibit, A Garden of Gizmos, takes guests through a whimsical
garden of doo-dads and contraptions that show how things in nature work
and grow! Go to ocm.org for all the details.

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-----Original Message-----
From: Informal Science Education Network
[mailto:[log in to unmask]] On Behalf Of Jennifer Rickards
Sent: Tuesday, November 03, 2009 9:30 AM
To: [log in to unmask]
Subject: customer service

ISEN-ASTC-L is a service of the Association of Science-Technology
Centers
Incorporated, a worldwide network of science museums and related
institutions.
************************************************************************
*****

The Montshire Museum is looking for help in implementing a institution-
wide customer service initiative. I would be interested in hearing
about excellent training programs, trainers, consultants, etc. Please
share any ideas you may have. Thank you.

Jennifer Rickards
Director of Development
Montshire Museum of Science
One Montshire Road
Norwich, VT 05055
802-649-2200, ext. 225
www.montshire.org

***********************************************************************
For information about the Association of Science-Technology Centers and
the Informal Science Education Network please visit www.astc.org.

Check out the latest case studies and reviews on ExhibitFiles at
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***********************************************************************
For information about the Association of Science-Technology Centers and the 
Informal Science Education Network please visit www.astc.org.

Check out the latest case studies and reviews on ExhibitFiles at 
www.exhibitfiles.org.

The ISEN-ASTC-L email list is powered by LISTSERVR software from L-Soft. To 
learn more, visit
http://www.lsoft.com/LISTSERV-powered.html.

To remove your e-mail address from the ISEN-ASTC-L list, send the
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[log in to unmask]

***********************************************************************
For information about the Association of Science-Technology Centers and the Informal Science Education Network please visit www.astc.org.

Check out the latest case studies and reviews on ExhibitFiles at www.exhibitfiles.org.

The ISEN-ASTC-L email list is powered by LISTSERVR software from L-Soft. To learn more, visit
http://www.lsoft.com/LISTSERV-powered.html.

To remove your e-mail address from the ISEN-ASTC-L list, send the
message  SIGNOFF ISEN-ASTC-L in the BODY of a message to
[log in to unmask]

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