Roman Baths Staff

Roman Baths staff complete new Exceeding Visitor Expectations training

Staff at the Bath & North East Somerset Council-run Roman Baths have completed a new customer service course to enable them to enhance the visitor experience and provide an exceptional welcome.  

The Exceeding Visitor Expectations course helps staff to understand more fully who their visitors are, what their expectations are and how to exceed them. The course looks at providing an accessible service, dealing with challenging situations and acting as an ambassador for the attraction and local area.

Exceeding Visitor Expectations is part of the Welcome to Excellence suite of training courses, which is delivered to approximately 2,000 delegates in the South West every year. The one-day course has been developed specifically for visitor attractions and uses the latest techniques and practices to build confidence and skills vital to the customer-facing environment.

The Roman Baths has always been pro-active in training staff to deliver great customer care and is the first attraction in the South West to take advantage of this new training course.

Councillor Patrick Anketell-Jones, Bath & North East Somerset Council’s Cabinet Member for Economic Development, said: “The Roman Baths was recently named as the 5th best-rated museum in the UK on TripAdvisor, making it the most popular paid-for attraction in the country. It’s great news that staff at the Roman Baths have completed this new training course, which will build on the excellent welcome they offer to more than 1 million visitors every year.”

The training was delivered by Purple Cloud Consultancy. Training Manager Helen Jones said: “It's fantastic that the Roman Baths are committed to empowering frontline staff with strong customer service skills. Excellent customer service gives businesses a competitive edge and is vital for the success of a tourist destination.  Delivering a great service will benefit the city by creating a positive, long-lasting and welcoming image of Bath.”

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