Bristol, Brunel’s SS Great Britain is one of the most important historic ships
in the world. Launched in 1843, she was called ‘the greatest
experiment since the Creation.’
This world renowned attraction received a major accolade this year when it was presented with the prestigious Portimao Museum Prize and hailed as Europe’s most welcoming museum by the European Museum Forum.
Liam Tolhurst, Head of Visitor Experience at the SS Great Britain Trust credits investment in staff training as a key component to their recent success. Liam said ‘Our priority is and always will be the experience visitors have with us, so ensuring they are greeted with a smile and always feel welcome is very important. Customer service training has helped ensure that each and every one of our staff members is equipped with the skills to deliver this positive experience.’
Prior to receiving their award, 47 staff members of the SS Great Britain Trust participated in Exceeding Visitor Expectations. More than just a training course the content proved to be ideal as it is specifically designed for tourist attractions and totally geared to industry needs. The hints and tips for front line staff helped build confidence and their new customer service skills were put into practice effectively straightaway.
In addition to winning a major European prize, Ryan Sanders, Visitor Experience Assistant at the Trust, who attended the training course, was entered into the VisitEngland Tourism Superstar award, receiving the runner up accolade. Hazel Stenner, SS Great Britain Trust Operations Manager, has been delighted with the impact the training had on their staff and said ‘I’ve had overwhelmingly positive feedback from the teams who attended the Exceeding Visitor Expectations customer service courses. It really highlighted the importance of providing staff with top quality training because it really does motivate and inspire them.’
These courses were organised and delivered by Purple Cloud Consultancy who hold the Welcome to Excellence franchise in the South West.Back to case studies
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