Exceeding Visitor Expectations training course

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Exceeding Visitor Expectations overview

The Exceeding Visitor Expectations course has been designed specifically for visitor attractions. It combines the expertise of VisitEngland's Visitor Attraction Quality Scheme and the experience of the renowned Welcome to Excellence training programmes to help staff and volunteers avoid the pitfalls of customer service.

Attractions in the VisitEngland Quality Scheme will receive a 10% discount on the standard in-house fee.
Attractions not currently in the scheme when they book an in-house course can have their joining fee for the scheme waived.
Please visit VisitEngland Assessment Services for more information.

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Exceeding Visitor Expectations will help participants to:

  • identify what your attraction and the area where you work has to offer
  • understand who your visitors are and what they need and expect
  • meet, manage and, whenever possible, exceed visitor expectations
  • welcome visitors from all sections of the community and provide an accessible service
  • communicate successfully with visitors
  • use product/destination knowledge to provide information and advice in an inspiring way
  • deal effectively with challenging situations
  • act as an ambassador for your attraction and local area
Full course details

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:
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
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
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
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
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
Resolving challenging situations
  • Challenging situations
  • Visitor dissatisfaction
  • Handling a complaint
  • Don't make matters worse
  • Responding to challenging situations
  • Visitor feedback
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
Now it's up to you
  • Improving quality
  • Exceeding visitor expectations
City & Guilds Award information

Individuals participating in Exceeding Visitor Expectations can also receive a City and Guilds national award by completing and passing a multiple-choice question paper at the end of the training session.

Course Prices

Open course price: £90.00

In-house course price: £995.00

Course delivery options

Open Course

Scheduled courses for individual bookings available in some locations.

In-House Course

Delivered exclusively for a business, organisation or project on a date and location of own choice.

Bespoke Course

Producing new or customising content to precisely match business, organisation, destination or project requirements.

Train the Trainer

Members of your team become accredited to deliver in-house courses for your business, organisation or project.


Enquire about this course

If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

Or you can contact us at:

023 8062 5533 [email protected]
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Not the right course for you?

We have a large range of courses to suit every business. If you would prefer something a bit more personal to you, get in touch! We are happy to tailor a course to your requirements.

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