Regina Wagner: World-class customer service

Here at The Corning Museum of Glass, our Guest Services team makes it their goal to go above and beyond for our guests. Last week, that dedication to exemplary customer service was recognized through a Visitor Services Tourism Excellence Award from the New York State Tourism Industry Association. The award was presented to Regina Wagner, CMoG’s Guest Services Manager, on Thursday at the 2016 Tourism Excellence Awards dinner in Callicoon, New York.

Regina has been in charge of hiring and training frontline staff at The Corning Museum of Glass for six years, during which time she has introduced standards and goals, set up training plans for staff, and helped to train more than 400 young people. For many of these young staff, their role on CMoG’s Guest Services team represents their first job, and Regina works to instill in them the importance of professionalism, promptness, responsibility, and collaboration, fostering a work ethic to create future success, no matter what field they may pursue.

We asked some of Regina’s staff members to tell us what they’ve learned from working with Regina and what they like most about working for Guest Services. Here’s what they had to say:

“Regina is a great example of how you should act in all customer service positions. She’s always so calm, cool, and collected in any situation. I admire her and hope to one day be as successful as she is.”
– Heather

“Regina teaches us all the importance of providing world-class customer service to every guest that comes through the door. She leads by example and always goes above and beyond to make every guest feel valued and important. She has this same effect on her employees. We all know that she genuinely cares and is always available to us. She makes our department a warm, welcoming place that we all enjoy. Our team environment is one of the best parts of our job, along with getting to interact with visitors from all over the world. There aren’t many places you can get that experience.” – Loghan

“Regina has been my first real boss. She has set an amazing example of how a Guest Services associate should be. She is a great example of going above and beyond what is expected. She is the best.”
– Hannah

“From leading by example, Regina has taught us all that it is possible to go above and beyond to provide amazing customer service while still being able to focus on empowering and supporting coworkers. It may be impossible to briefly sum up what Regina does and provides for us. She is extremely valued by all of us.” – Kevin

“Working with Regina has been a blessing. Never have I had such a phenomenal boss and wonderful work environment. Regina is a caring and devoted person. How does she do it all?! Not only is her customer service exquisite, her interaction with her employees is magnificent. You could not find a better mentor than Regina. And she deserves this whole-heartedly. I love working at The Corning Museum of Glass! It’s fun, professional, and I get to help TONS of people! This job is worthwhile, and I am so happy and thankful that I work with Regina and this great company. Thank you Regina, you are amazing!” – Nichole

Congratulations to Regina, and many thanks to our frontline staff who provides world-class service to our visitors every day.