It is one-on-one contact that will determine the satisfaction of our visitors. We all know the results of a poor customer service experience. It lingers. In our case, the tremendous efforts to present some of the finest art exhibitions will pale in the remembrance of an unpleasant experience with staff or volunteers.
We strive to make our guests and all those with whom we come in contact, comfortable with the Birmingham Museum of Art. That process begins at the first point of contact, whether in person or on the phone.
When answering the phone or making phone calls, address callers first by identifying yourself.
While in public areas of the building, staff and volunteers should make every effort to enhance our guest experience by:
· Treating visitors as you would want to be treated, in all ways.
· Greeting visitors appropriately.
· Being alert to visitor’s needing assistance of any kind.
· Responding to questions and concerns immediately by addressing them or finding appropriate assistance; In short, taking possession of a question or problem.
· Inquiring about visitor’s experiences.
· Asking if the visitor has any questions.
· Offering information about special programs and lectures available.
· Offering membership information.
· Thanking Guests for visiting The Birmingham Museum of Art!