Welcoming Everyone
As we look ahead to potential reopening, WMMD is working in partnership with Welcome to Excellence to offer a series of short online training sessions on how to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming Everyone’, covering a refresher on excellent customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to:
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures.
Session 3: Welcoming Everyone
Wednesday 12 May 10am-12noon via Zoom
This session will look at:
- The benefits of an accessible service
- Visible and hidden disabilities
- A positive, welcoming approach
- Tailoring service to be accessible to all
Pre-course activity for each session, to be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Exceeding Expectations, Tuesday 20 April 10am-12noon via Zoom
- Handling Challenges, Wednesday 28 April 10am-12noon via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Each webinar will be live captioned by MyClearText, through StageText.
Wednesday 12 May Welcoming All Customers via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Handling Challenges
As we look ahead to potential reopening, WMMD is working in partnership with Welcome to Excellence to offer a series of short online training sessions on how to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming Everyone’, covering a refresher on excellent customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures.
Session 2: Handling Challenges
Wednesday 28 April 10am-12noon via Zoom
This session will look at:
- The challenges presented by ‘the new normal’
- Anticipating ‘niggles’ and managing expectations
- Handling complaints
- Encouraging visitors to ‘repeat and recommend’
Pre-course activity for each session, to be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Exceeding Expectations, Tuesday 20 April 1oam-12noon via Zoom
- Welcoming Everyone, Wednesday 12 May 10am-12noon via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Each webinar will be live captioned by MyClearText, through StageText.
Wednesday 28 April Handling Challenges 10am-12noon via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Exceeding Expectations
As we look ahead to potential reopening, WMMD is working in partnership with Welcome to Excellence to offer a series of short online training sessions on how to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming Everyone’, covering a refresher on excellent customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to:
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures
Session 1: Exceeding Expectations
Tuesday 20 April 10am-12noon via Zoom
This session will look at:
- Understanding visitor expectations
- Booking and pre-arrival
- Welcome and first impressions
- Engaging visitors and building confidence
Pre-course activity for each session will be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Handling Challenges, Wednesday 28 April 10am-12n00n via Zoom
- Welcoming Everyone, Wednesday 12 May 10am-12noon via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Each webinar will be live captioned by MyClearText, through StageText.
Tuesday 20 April 10am – 12noon Exceeding Expectations via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Introduction to… Digital Audience Insights
This free webinar presents the latest findings from The Audience Agency’s Digital Audience Survey and COVID-19 Cultural Participation Monitor enabling you to inform your digital programming, marketing and audience development strategies in 2021.
Introduction to… Express Market Analysis
This free webinar offers an introduction to The Audience’s Agency’s rich datasets.
The session will explore how we can support your organisation to make plans that reflect the needs of your local community and wider market place. Find out more.
Welcoming all customers
Exceeding visitor expectations ‘despite the distance’
Working in partnership with Welcome to Excellence, WMMD is offering a series of short online training sessions on how to continue to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming all Customers’, covering a refresher on great customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to:
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures.
Session 3: Welcoming all customers
Tuesday 20 October 1pm – 3pm via Zoom
This session will look at:
- The benefits of an accessible service
- Visible and hidden disabilities
- A positive, welcoming approach
- Tailoring service to be accessible to all
Pre-course activity for each session, to be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Exceeding Expectations, Tuesday 6 October 10am – 12pm via Zoom
- Handling challenges, Tuesday 13 October 1pm – 3pm via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Tuesday 20 October 1pm – 3pm Welcoming all customers via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Handling challenges
Exceeding visitor expectations ‘despite the distance’
Working in partnership with Welcome to Excellence, WMMD is offering a series of short online training sessions focusing on how to continue to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming all Customers’, covering a refresher on great customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures.
Session 2: Handling challenges
Tuesday 13 October 1pm – 3pm via Zoom
This session will look at:
- The challenges presented by ‘the new normal’
- Anticipating ‘niggles’ and managing expectations
- Handling complaints
- Encouraging visitors to ‘repeat and recommend’
Pre-course activity for each session, to be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Exceeding expectations, Tuesday 6 October 1oam – 12pm via Zoom
- Welcoming all customers, Tuesday 20 October 1pm – 3pm via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Tuesday 13 October 1pm – 3pm Handling challenges via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Exceeding expectations
Exceeding visitor expectations ‘despite the distance’
Working in partnership with Welcome to Excellence, WMMD is offering a series of short online training sessions on how to continue to offer exceptional customer service in these extraordinary times.
The programme will draw from ‘Exceeding Visitor Expectations’ and ‘Welcoming all Customers’, covering a refresher on great customer service skills, with added focus on how to create a great visitor experience whilst maintaining Covid-19 safety standards.
Objectives
The objectives of the sessions are to:
- Offer a series of engaging and informative online training sessions which will help to maintain and improve customer service standards
- Support museum front of house teams in handling challenging conversations and situations around maintaining new safety standards – both on the phone/at booking stage, and face to face
- Discuss the changing demographics of visitors due to the Covid-19 pandemic, and how best to meet the needs of this new visitor mix
- Help equip teams with the knowledge and confidence to handle feedback and pass it on constructively to senior teams
- Ensure that museums are continuing their focus on accessibility, including how to overcome some of the new challenges to accessibility presented by current restrictions and procedures
Session 1: Exceeding expectations
Tuesday 6 October 10am – 12pm via Zoom
This session will look at:
- Understanding visitor expectations
- Booking and pre-arrival
- Welcome and first impressions
- Engaging visitors and building confidence
Pre-course activity for each session will be sent to attendees in advance.
Follow-up support (email and phone): any attendees are able to contact the trainer with follow-up questions/to request further advice.
Other sessions available:
- Handling challenges, Tuesday 13 October 1pm – 3pm via Zoom
- Welcoming all customers, Tuesday 20 October 1pm – 3pm via Zoom
You do not need to attend all three sessions but places at each session will be limited to two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation.
All participants will receive an email containing a Zoom link to the training at least two hours prior to the event. If you have not received an email by this time please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.
Tuesday 6 October 10am – 12pm Exceeding Expectations via Zoom
If the booking button isn’t visible the webinar is fully booked. If you want to join the waiting list email wmmd@ironbridge.org.uk
Creating Family Friendly Interactions in the New Normal
Training over two sessions 30 September and 1 October 10.30am-12.30pm
Ensuring interactions are friendly between front facing museum roles and families has never been more important.
About this training
In this virtual training day for front facing museum staff and volunteers from Kids in Museums, we will:
- learn why family visitors are an important part of your visitor profile
- gain an understanding of the key concerns families have about visiting museums post-lockdown
- together come up with ways to tackle common scenarios involving family visitors and COVID-19 restrictions
- explore how you can use playful and safe ways to interact with families in a way that is relevant to your site.
This virtual training session will be delivered over two half day sessions (two hours with a short break). The sessions will be delivered with consultant Sarah Shaw, former National Family Interpretation Manager for English Heritage. In this role she implemented a family friendly training and development programme for all front facing staff and volunteers across the organisation.
Take a look at the schedule here.
Who should attend?
These training webinars are suitable for those working in front facing roles and interacting with families on a regular basis in your museum. We can only take bookings from staff or volunteers from museums in the East or West Midlands.
Run in partnership with Museum Development East Midlands and West Midlands Museum Development. Supported by the National Lottery Heritage Fund.
Booking information
Free but booking is essential. Places are limited to one per organisation on a first-come, first-served basis.
Creating Family Friendly Interactions in the New Normal
Training over two sessions 30 September and 1 October 10.30am-12.30pm
Ensuring interactions are friendly between front facing museum roles and families has never been more important.
About this training
In this virtual training day for front facing museum staff and volunteers from Kids in Museums, we will:
- learn why family visitors are an important part of your visitor profile
- gain an understanding of the key concerns families have about visiting museums post-lockdown
- together come up with ways to tackle common scenarios involving family visitors and COVID-19 restrictions
- explore how you can use playful and safe ways to interact with families in a way that is relevant to your site.
This virtual training session will be delivered over two half day sessions (two hours with a short break). The sessions will be delivered with consultant Sarah Shaw, former National Family Interpretation Manager for English Heritage. In this role she implemented a family friendly training and development programme for all front facing staff and volunteers across the organisation.
Take a look at the schedule here.
Who should attend?
These training webinars are suitable for those working in front facing roles and interacting with families on a regular basis in your museum. We can only take bookings from staff or volunteers from museums in the East or West Midlands.
Run in partnership with Museum Development East Midlands and West Midlands Museum Development. Supported by the National Lottery Heritage Fund.
Booking information
Free but booking is essential. Places are limited to one per organisation on a first-come, first-served basis.
