Quality Service Provided during the Labor Day Holiday

The number of visitors to Hunan Provincial Museum always reaches a peak when a holiday comes. This year’s Labor Day was no exception. Altogether 20,949 visitors were received by our museum during the Labor Day holiday, an increase of 56% compared with that of last year. Though there were storms during the holiday, people’s passion for visiting the museum was not diminished as the long queue of visitors lasted from the early morning till the closing hour of the museum.

A detailed reception plan was formulated before the holiday so as to better cope with the large number of visitors, maintain the good order and provide quality service.

Apart from a dramatic increase in the number of visitors during this holiday, our museum also encountered new challenges, such as the stormy weather and lots of individual visitors. Great efforts were devoted to the following areas so as to maintain our quality service during this peak season. Firstly, staff at all levels was mobilized to the reception of visitors. Some key positions and sections were staffed with experienced workers. Secondly, staff was required to begin their work at 7:30 in the morning, so as to maintain good order of the long queue of visitors. Staff was also trained regarding their appearances and manners, the content of their positions and related standards. Thirdly, an S-shaped queue of visitors was organized so that they would avoid standing in the rain. Despite the large number of visitors and the continuous storm, staff of our museum carried out their work with good order.

Knowing that their efforts are recognized and acknowledged by visitors, museum staff feels contented and happy even though they are always worn out after reception of visitors during holidays. According to regulation, no more than 5,000 visitors are admitted into our museum every day.  While during this Labor Day holiday, there were far more visitors admitted, but without any single complaint from visitors. The reconstruction and expansion project of our museum has already been started. However, we would maintain our visitors’ service standard and service quality, and our museum staff endeavors to impress every visitor with their professionalism. Finally, it should be noted that the visitor’s satisfaction is the sole standard to judge our service quality.