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Date: | Fri, 11 Oct 1996 12:07:11 PDT |
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>> 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?
>>
Take priority *over* qualifications (I assume you mean academic or
professional) and experience? Certainly not. Is it of importance?
Absolutely. It is a sine qua non of any service industry (I see everyone
out there shuddering) and museums are indeed (here it comes!) service
industries. They are service industries *based* on academic/professional
content, or "product", to use that dreaded business lingo. Anyone who
antagonizes visitors/customers or simply isn't good with them, harms the
museum's mission (ah, there's a more familiar term). Who amongst us does
not loathe a nasty or incompetant salesperson, and by extension the
company they work for? Obviously, the public (including us) react no
differently to museum staff -- and the institutions they work for.
I'd say "quality customer service" is a perfectly good term to adopt and
get used to, and yes, the ability to delivery it is an important
qualification for museum personnel.
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name: amalyah keshet
director, visual resources / the israel museum, jerusalem
e-mail: [log in to unmask]
date: 10/11/96
visit our Web site at http://www.imj.org.il
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