Open Course
Scheduled courses for individual bookings available in some locations.
Exceeding Visitor Expectations is a highly practical customer service training course aimed at front-line staff working in a visitor attraction.
Exceeding Visitor Expectations covers:
1
Creating great experiences
- Developing your knowledge and skills
- Meeting national standards
- Learning outcomes
- What's in it for me?
- Types of visitor attraction
- Positive and negative experiences
2
Identifying, meeting and exceeding visitor expectations
- Understanding your visitors
- Who are your visitors?
- Making an offer
- What does your attraction have to offer?
- Meeting and exceeding expectations
- Managing expectations
- Identifying visitor expectations
- Customer service trends
- The visitor journey
- Competition and collaboration
3
Delivering a high quality service
- Contributing to a great visitor experience
- Characteristics of excellent service
- You're welcome
- Making an impression
- Managing queues
- Behaviour, attitude and enthusiasm
- Practical and emotional needs
- Efficient and responsive service
- Setting and maintaining standards
- Polices and procedures
- Working as an effective team
- Improving your team's performance
- An attraction for everyone
- Improving access
- Overcoming barriers to accessibility at your attraction
- Talking to disabled visitors
- Welcoming visitors of all ages
- Different cultures, different languages
- Speaking to international visitors
4
Communicating with visitors
- The role of communication at an attraction
- Why are communication skills so important?
- Personal communication
- Choosing your words
- Vocal communication
- Communicating without words
- How good are your listening skills
- Active listening
- Answering questions
- Telephone calls
5
Engaging with and inspiring visitors
- Product and destination knowledge
- What do you need to know?
- Bringing your attraction to life
- Engaging your visitors
- Communicating with larger groups
- Being pro-active
6
Resolving challenging situations
- Challenging situations
- Visitor dissatisfaction
- Handling a complaint
- Don't make matters worse
- Responding to challenging situations
- Visitor feedback
7
Promoting your attraction
- Acting as an ambassador
- Promoting your brand
- Encouraging secondary spend
- Options for boosting business
- Selling an attraction
- Features, advantages and benefits
- Link, cross and up-selling
- Using effective sales techniques
8
Now it's up to you
- Improving quality
- Exceeding visitor expectations
