26/06/2018 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

Dealing with difficult situations and encouraging sales 26/06/2018 Dealing with difficult situations and encouraging sales

Creating great experiences: Delivering the promise

The visitor journey Think about a family day out Look online for options Look at Trip Advisor for reviews Decide to visit your attraction Check your website for directions Travel to your attraction THE ATTRACTION EXPERIENCE Reflect on their day and post online review Tell others of their experience

Resolving challenging situations

Dealing with difficult situations When faced with a difficult situation, keep calm and act professionally Avoid aggressive and defensive responses – act assertively Flight vs fight Don’t think in terms of right/wrong or win/lose Avoid phrases such as … ‘you should have’, ‘if you had…’ ‘you will have to ….’ Find solutions rather than allocating blame. Give your name and take responsibility Follow up, follow up, follow up This is a complaint about …. don’t take it personally

7. Promoting your attraction

Secondary spend Sale of additional items at admission points Sales in gift or other shops Income from catering outlets and kiosks Sale of additional activities, tours or exhibitions Sale of membership or other loyalty schemes Income from Gift Aid

Key points Follow up on complaints. ‘this is a complaint about ……’ Take your opportunities to boost business

Summary : Key points Get the basics right Offer a great welcome to everyone Be consistent Understand/manage expectations Make my day, make my stay Work as a team Communicate success Fantastic first impressions at every touch point Leave a lasting impression – look to help, offer interesting and inspiring information and a memorable goodbye Follow up on complaints – this is a complaint about ….. Take your 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: www.welcometoexcellence.co.uk or Your Exceeding Visitor Expectations Co-ordinator in the South West: Helen Jones Tel: 07794 065353 email: helen@purplecloudconsultancy.co.uk Thank you