The DRCFA embarked on an initiative with the Detroit Metropolitan Convention and Visitors Bureau (DMCVB) in 2019 to provide comprehensive customer service training for Huntington Place employees and their partners. This was the result of discussions with our Huntington Place/Visit Detroit Customer Advisory Board and feedback that Detroit as a destination had a significant opportunity to provide a more holistic and integrated approach to the customer experience. In 2019, the DRCFA launched this training with an outside consultant to create and introduce a unique customer service culture and training for Huntington Place and our Detroit partners. This approach included integrated leadership training for all levels of management and dynamic service culture training for all employees. This project began with a discovery phase in June, 2019, and was followed by both leadership team and management training in October, 2019. Customer service culture team training for all employees was launched in January, 2020, with over 300 participants across the Huntington Place team and their partners. Unfortunately, this initiative was paused due to the COVID-19 pandemic. We are now ready to relaunch this work as our staff, events, and conventions return to Huntington Place. The relaunch will build on the prior work that created a customer service culture reflecting who we are, what we believe, and how we succeed. The next phase needs to refresh this customer service training for returning employees and provide a deeper dive for new employees
