When I work with gallery staff and docents, I do stress that in
many ways, we are a service organization, and I know that many times I
have used the phrase " The customer is always right!" when discussing
unpleasant encounters.
I also find myself referring to part of the front-line staff's job as host
and hostesses - they are the hospitality staff (sounds like a hotel).
When I asked some people who are potential visitors to our museum (we
open Sunday) what they would call themselves almost everyone replied
visitor - one person used guest.

I don't think providing quality customer service means that other aspects
of the museum (scholarship, education, etc.) is left by the wayside.  It
is part of the quality product we provide.

Kathrine Walker
Beach Museum of Art

On Wed, 9 Oct 1996, Heather May wrote:

> Or is it indeed a customer?
>
> I have just received a position description for a job in a regional
> art gallery which stresses  'quality customer service' as one of the key
> selection criteria. In fact the first point under each of the headings,
> 'Position Objectives',  'Key Responsibility Areas', 'Qualifications
> and Experience' and 'Personal Attributes' relates to the delivery of
> excellent customer service to both 'internal and external customers'.
>
> I would be interested to know how many of you consider your visitors
> 'customers' and whether you think the perceived ability to deliver 'quality
> customer service' should take priority over qualifications and experience in a
> museum environment?
>
> Heather
> ==========================================================
> HEATHER MAY
> Library Assistant (Collections).  Visual Arts Library
> Monash University. Clayton. 3168. Australia
> Tel : 61 3 9905 4219               Fax : 61 3 9905 4209
> Email: [log in to unmask]
> http://www.monash.edu.au/visarts/dept/hm.html
> ===========================================================
>