Customer Service Situations

Customer Query

Type of Customer Service:

Providing Information

What happens?

A local enthusiast asks for detailed information about one of the locomotives at the museum.This may take the form of a written enquiry (letter or email) or telephone enquiry relating to the museums collection.


If the enquiry is not sent directly to the member of staff who is responsible for dealing with it, a member of the front of house team will pass the enquiry on to the right person.


Records kept:

  • Record of the enquiry on the enquiries record form.

  • Record of the original communication e.g. email stored, letter filed with response.

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Document icon Learning article provided by: Armley Mills Museum, Leeds Museums and Galleries | 
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