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Exceeding Visitor Expectations

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Date: Thursday 6th July 2023

The Exceeding Visitor Expectations course, delivered by Tourism South East, 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. This short online course is suitable for staff and volunteers engaging with visitors.

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

Tourism South East will deliver the session via Zoom using a range of exercises and interactive features, including Breakout Rooms and Polls. Participants are encouraged to ask questions and actively participate in discussion. If you have any concerns about accessibility or usability for these features please contact

Maximum 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. This event is being delivered in partnership with Museum Development East Midlands. Museums based in East Midlands can book their place here

This online event will be auto-captioned by Zoom. If you would benefit from live captioning or any other form of access support, please answer ‘yes’ to the access requirements question on the booking form and email the WMMD team as early as possible stating the support you require.

All participants will receive an email containing a Zoom link to the training prior to the event. The email will be sent to the email address used for booking. If you have not received an email the day before the event please contact us.

If you can’t see the booking button this event is fully booked. To join the waiting list please email

Exceeding Expectations
Thursday 6 July, 10am-12noon

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