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Exceeding visitor expectations ‘despite the distance’

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By West Midlands Museum Development / Posted on Monday 21st September 2020

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.


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

Book session 1 here.

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’

Book session 2 here.

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

Book session 3 here.

You need to book for each session you wish to attend.

Pre-course activity for each session will be sent to attendees in advance.  Follow up support (email and phone) will be available for attendees to contact the trainer with follow up questions/to request further advice.

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.



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