Hi all!
This is my first post of all Tess forums, so I am excited to hear responses in the Tessitura community! We are looking to add a customer service training video with all of our ticket sales associates. Is there a customer service training video that any of your organizations use that are inclusive, relative, and interesting for people to stay present while in training, but also work well within in ticketing situations (as we know can be quite stressful at times). Thanks in advance for your input!
Hi! I do not have a customer service video that focus strongly on inclusion, so I look forward to seeing the answers! We do put a strong emphasis on inclusive training, however.
I will say that webjunction.org offers various training and we used the De-esculation training at Marbles Kids Museum, NC. I thought it was helpful. For my team, I taught a separate training on Inclusive language. I found that it was more helpful to spend a significant amount of time on understanding phrases, words to avoid, and inclusive language that helps everyone feel seen, valued and welcomed. This was a deep dive discussion and training covering language and terminology for various cultures, sensitivity training for queer communities, terminology and language to use/not use for our teammates and guests with disabilities and the importance of understanding microaggressions. Again, this was a completely different training than customer service. Meeting in person also allowed space for curiosity and questions and discussion. Hope this helps some. If you want more info about how we do our in-person trainings, you can message me at sswann@marbleskidsmuseum.org