Welcome Afloat training - Deliver a great boating experience

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Welcome Afloat overview

The Welcome Afloat course is a one-day, interactive training programme developed by Welcome to Excellence Ltd and a working group led by British Marine for leisure marine businesses. It is designed to help participants provide excellent service to all their customers and deliver a great boating experience.

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You will learn how to:

  • attract and retain customers
  • understand who their customers are and what they need and expect
  • meet, manage and, whenever possible, exceed customer expectations
  • appreciate the key elements of excellent customer service
  • deliver a great boating experience on a consistent basis
  • work with their colleagues to deliver excellent service
  • communicate and connect with customers
  • deal effectively with challenging situations
  • act as a brand ambassador for their organisation and work to boost business
  • develop an action plan to keep customers for life
Full course details

Welcome Afloat is a highly practical customer service training course, using varied active training styles to give participants the skills and knowledge they can immediately use in the workplace. Interactive learning, group exercises, personal action planning and a host of great tips all equip participants to make a real difference to customers' experiences.

Welcome Afloat covers:
A warm welcome
  • Introduction
  • Meeting national standards
  • Why are we here?
  • What do you want to achieve?
Attracting and retaining customers
  • Taking to the water
  • Why do visitors choose your area?
  • Attracting customers to your business
  • Creating a competitive edge
  • Who are your competitors?
  • Developing a distinctive local character
  • Taking action on the environment
Inspiring your customers and making a difference
  • Becoming an expert
  • Responding to requests
  • Presenting information to customers
  • Engaging with and inspiring customers
  • Being pro-active
Meeting and exceeding expectations
  • Finding out about your customers
  • Who are your customers?
  • Customer needs and expectations
  • Managing expectations
  • Changing expectations
  • Looking to the future
  • Customer loyalty
  • The lifetime value of a customer
  • The customer journey
Creating a great boating experience
  • Aim for service excellence
  • Characteristics of excellent service
  • Creating an impression
  • Making a positive impression
  • Customer service opportunities
  • Your customer service opportunities
  • It's your choice
  • Working successfully with your colleagues
  • Improving your team's performance
  • Collaborating with the boating community
Excellence for everyone
    • A boating experience for everyone
    • Access to boating
    • Overcoming barriers to accessibility
    • Welcoming customers of all ages
    • Communicating with international customers
Communicating successfully
  • Connecting and engaging with customers
  • Why are communication skills so important?
  • The communication process
  • Choosing words to inspire confidence
  • Building trust
  • It's not just the words
  • Positive body language
  • Are you an active listener?
  • Improving your listening skills
  • Asking the right questions
  • Telephone calls from customers
  • Effective telephone conversations
  • Communicating in writing
Resolving challenging situations
  • Challenging situations
  • Customer dissatisfaction
  • The power of social media
  • How do you react?
  • Handling a complaint
  • Don't make matters worse
  • Resolving complaints
  • Receiving feedback from customers
  • Customer feedback
  • Learning from feedback
Promoting boating and your business
  • Acting as an ambassador
  • Promoting your brand
  • Matching products and services to customer needs
  • Options for boosting business
  • Encouraging secondary spend
  • Representing your business
Keeping customers for life
  • Making it memorable
  • Now it's up to you
City & Guilds Award information

Individuals participating in our Welcome Afloat course can also receive a City and Guilds national Award by completing a short multiple-choice question paper at the end of the training session.
(Additional City and Guilds registration/certification fees apply - please contact us for details.)

Course Prices

In-house course price: £995.00 +VAT (£900.00 +VAT for British Marine members)

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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