Exceeding Visitor Expectations South West Museums Conference July 2016 Presentation by David Dann Welcome to Excellence Trainer

How it works... A one day customer service training course designed specifically for visitor attraction front line staff A collaboration between VisitEngland and Welcome to Excellence Open to all Museums (10% discount for VisitEngland quality assessed attractions/joining fee waived if courses booked) Option to gain a Level 2 City and Guilds customer service Award Flexible options

Meeting visitor expectations

Types of communication Words 7% Tone38% Body language 55%

Make sure all visitor touch points are positive - you create the atmosphere

Lasting Impressions Interesting and inspiring information – paddlers, swimmers & divers Looking to help – being proactive Positive body language Listening and asking questions WOW – going the extra mile Great goodbye’s

Depth of interest Paddlers Swimmers Divers

Make it interesting by telling a story and painting a picture – share your stories

Key Points : 6 & 7 Create fantastic first impressions Make sure all visitor touch points are positive Create great lasting impressions and wonderful memories through ‘directed’ and inspiring information - ask questions and listen, be positive. Help where you can.

Summary : Key points Get the basics right Be consistent Understand and manage expectations Make my day, make my stay Work as a team and communicate success Offer a great welcome to everyone Fantastic first impressions. Lots of short contacts Leave a great lasting impression – provide interesting and inspiring information and a memorable goodbye Follow up on complaints Take opportunities to boost business

More than just a training course Individual participant guide (full of practical tips) Welcome to Excellence and VisitEngland pin badges/jointly branded certificate Links to the Visitor Attraction Quality Scheme To find out more contact: or Your Exceeding Visitor Expectations Co-ordinator in the South West: Helen Jones Tel: Thank you