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Preparing to Welcome Back Visitors

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By West Midlands Museum Development / Posted on Tuesday 23rd March 2021

As we look ahead to potential reopening, WMMD is working in partnership with Welcome to Excellence to offer a series of short online Zoom 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.

Pre-course activity for each session will be sent to attendees in advance.


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

This session will look at:

  • Understanding visitor expectations
  • Booking and pre-arrival
  • Welcome and first impressions
  • Engaging visitors and building confidence

Book session 1

Session 2: Handling Challenges
Wednesday 28 April, 10am-12pm

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

Session 3: Welcoming Everyone
Wednesday 12 May 10am-12pm

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

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.

Each webinar will be live captioned by MyClearText, through StageText.

All participants will receive an email containing a Zoom link to the training prior to the event. If you have not received an email please contact us. You don’t need a Zoom account, simply follow the link provided and enter the password.

If the booking link for one or more of the sessions doesn’t work it means that session is fully booked.  To join the waiting list please email stating the session(s) you wish to attend.

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