1. 26/06/2018
Exceeding Visitor Expectations South West Museums Conference July Presentation by David Dann Welcome to Excellence Trainer

2. 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

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

4. Creating great experiences: Delivering the promise

5. 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

6. Resolving challenging situations

7. 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

8. 7. Promoting your attraction

9. 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

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

11. 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

12. 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