Exceeding visitor expectations training course

(Scotland version available)                          

The Exceeding Visitor Expectations one-day training course has been designed specifically for visitor attraction front-line staff that combines the expertise of VisitEngland's Visitor Attraction Quality Scheme and the experience of the renowned Welcome to Excellence training programmes.

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

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

 Download our Exceeding Visitor Expectations leaflet here - English Version

 Download our Exceeding Visitor Expectations leaflet here - Scottish Version

For booking enquiries please contact your local Welcome to Excellence manager


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:

  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
  1. 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
  1. 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
  1. 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
  2. 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
  1. Resolving challenging situations
    • Challenging situations
    • Visitor dissatisfaction
    • Handling a complaint
    • Don't make matters worse
    • Responding to challenging situations
    • Visitor feedback
  1. 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
  1. Now it's up to you
    • Improving quality
    • Exceeding visitor expectations


Course prices

Open course price: £90.00

In-house course price: £900.00

Course reviews

Course dates

For more information call 023 8062 5439 or click here to email

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