Frequently asked questions

Q. What is Welcome to Excellence?
A. Welcome to Excellence is the leading customer service training programme in the UK. It is made up of a series of eight interactive training courses developed to support people working in the services industries.

Q. How long is each training programme?
A. They are usually one day in length (9.30 – 16.30) although other arrangements can be made if different timings would suit you better.

Q. What venues do you use?
A. For open courses we use training rooms at locations throughout England, usually at a hotel or a visitor attraction.

Q. What is included in the price of training course?
A. The open course price includes the trainer, training venue, all course materials, working lunch and refreshments.

Q. How many people will be on the course with me?
A. To ensure the quality of our training, the maximum number of participants is limited and will vary from course to course. The maximum number of participants on any Welcome to Excellence course is 20.

Q. Do you offer in-house or tailored training?
A. We offer in-house customer service training at your own premises or somewhere else that suits you best. This training can be customised to your needs, both in terms of the content and the timings.

Q. We would rather use our own staff to deliver training. Can you help?
A. Yes, we can train a selected member of your own staff to deliver the training programmes within your organisation. You can have your own corporate trainer! As well as comprehensive training, the staff member will benefit from ongoing mentoring and support. They will not be left unsupported.

Q. When will I get my certificate?
A. Certificates are issued within 2-3 weeks of a course.

Q. I’ve lost my certificate. Can I have a replacement?
A. Yes - please contact your local Welcome to Excellence manager and tell them which course you were on. So long as they have a record of your attendance, they will be able to issue you with a replacement. You may be asked to pay a nominal fee to have the certificate reissued.

Q. Can I use Welcome to Excellence materials to create my own customer service training programme?
A. No. Welcome to Excellence is copyrighted. Any reproduction of the materials in whole or part does need prior written permission from Regional Tourist Board Partnerships Ltd.

Q. Why do you offer customised versions of Welcome Host?
A. We find that people often respond to the course better if they feel it is aimed specifically at them and the practical examples relate to their own sector. So we have developed a tailored Welcome Host course for local authorities – ‘Welcome Host for Local Authorities’ and a tailored course for the healthcare sector – ‘Welcome to Health’. We also offer customised courses for the financial services sector and the Church – and we are working on yet more customised versions of Welcome Host!

Q. Do you only only offer Welcome to Excellence courses?
A. Although we offer the Welcome to Excellence programme, which now includes eight separate courses, we also offer some other courses on themes of current interest, that are not part of the Welcome to Excellence suite. These courses are called ‘Green Advantage’ and ‘Welcoming Walkers and Cyclists.’