Philadelphia convention center workers get customer service training
In its continuing effort to rid itself of having a reputation for difficult labor unions, the Philadelphia Convention Center is mandating customer service training for its employees and union workers. I’m trying to imagine a forklift operator getting into role-playing, but it sounds like everyone participated once they realized they’d get gift certificates for local hotels and restaurants. Anyway, I think this is a great step for the center to take. It’s always the front-line folks who do most of the interaction with attendees, exhibitors, and meeting planners, but they so seldom get this type of training. From the article:
- Union leaders who took part in the training endorsed what Guise and O’Donnell were doing.
“They made it very clear that in order to get people to come back, we need training,” said Pete Lyde, a member of laborers’ union Local 332, who took the training on Wednesday. “If people don’t come back and spend money in this building, we don’t eat, and we don’t feed our families.”
Related Topics: Meetings and conventions, Hospitality news
July 26th, 2006 at 5:13 pm
San Francisco (near me) suffers from the same issue. I believe our new CVB chief from Portland is uniquely-suited by temperament and background to address it, yet the unions are intent on gaining national unity among unions on this issue. Ine key way is a drive to have union contracts expire closer to the same time acros the U.S.
On a very separate matter - one where disparate voices can enter lively discussions on politics, culture and technology - thus an important Web 2.0 place for association leaders to at least observe, if not participate is the new hotsoup.com. Note the 10 co-founders.
August 2nd, 2006 at 11:35 am
Perhaps this should be spread to the union workers at your airport. I experienced the worst behavior from the baggage hanglers. Even the co-pilot wanted to strangle them for taking 1 hour to load the plane. Then I watched as one thru a temper tantrum and three the tire blocks into the air. Very childish.
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