Terms of Reference

Description of Membership
Membership will be available to Customer or Visitor Services managers (or equivalents) in Cultural Organisations who are accountable for ensuring excellent customer care through leadership in the development of systems, people and a customer-oriented culture. Typically these people are responsible for areas including, but not limited to, staff recruitment and retention, staff training, team structures and operations, performance management and developing and implementing organisational customer service strategies. From time to time we may invite relevant staff from the Corporate or Private Sector to help contribute alternative perspectives, ideas and strategies in the area of customer service.

Terms of Reference

• To enable networking with people who share similar roles in cultural organisations
• To enhance the profile of ‘customer service’ in cultural organisations
• To discuss and share ‘best practice’ models in areas of common interest
• To develop a collaborative working relationship with people in similar roles within the Cultural sector

Description of Operations

• Look at development and maintenance of a website which could be used to communicate and share ideas, practices, models etcE-mail for one on one communication
• Annual forums – hosted by different organisations each year. Forums include ‘best practice’ models for discussion, formal and informal presentations and opportunities for networking.