The JORVIK Group of Attractions are aiming, over the next three years, to focus on making their business more accessible.
‘It is important to make sure that everyone has the same knowledge’ said Natalie Turner, Senior Site Manager at the JORVIK Group, which includes the world famous JORVIK Viking Centre in its portfolio at this top tourist attraction based in Coppergate, and we want to make sure staff have the confidence to deal with customers on an individual basis and to the same high standards.’
The company decided to deliver Welcome All courses to help them gain a better understanding of the needs of their disabled visitors. Natalie felt this would provide them with a strong in- house customer service training programme because they already run Welcome Host Plus on an in-house basis. These courses form part of the Welcome to Excellence suite of training and the company believes that staff benefit through the fact that the training is nationally recognised and certificated.
So far the training has been extremely successful with better overall customer service standards throughout the business and an increased awareness by staff of visitor needs.
‘We recently received a huge compliment from a family visiting JORVIK, DIG and Barley Hall who have a range of disabilities and individual needs’ reported Natalie. ‘They thought we offered brilliant service and the member of staff involved said it was all down to the Welcome All training.’
The company intends to continue with their drive to offer a great and personalised service and to constantly review customer and staff feedback. 'Businesses need to keep developing their offer and this includes being updated on legislation, facilities and services,' said NatalieBack to case studies
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