On this episode of the Park Leaders Show, guest co-host, Phil Gaines, returns to discuss customer service for maintenance staff.
While many parks have training programs for new staff, developing cultures of customer care is a better alternative. As Phil explains, the key comes down to training versus education. With training, you’re conditioning personnel to behave within specified parameters; with education, you’re inspiring a team to focus on mission and purpose.
Granted, the difference may seem minor; however, the ramifications from operations and infrastructure to advocacy and retention can be significant. It is important to make sure to include customer service for maintenance staff. We cannot do our job in parks without the maintenance staff, especially knowing they impact the experience of the visitors.
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