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Enhancing the Visitor's Experience

All organisations, whether they are in the private or public sector, want to give their various visitors excellent customer care.  This course is designed specifically for front line staff in businesses, public sector organisations, academic institutions, places of interest and tourist attractions.

The course provides an overview of essential customer care skills and how the visitor can have an outstanding customer experience. 

The content is delivered in a customer-friendly way enabling you to operate in a customer-focused, efficient and effective way. 

During the day you will enhance your understanding of the needs of visitors to the organisation and how to approach them empathically. The programme enables you to gain confidence in dealing with diverse individuals and build on good practices.  Furthering your communication skills and developing positive attitudes are main features of the day.

This Enhancing the Visitor Experience course is available throughout the UK.

CPD Value 5.5 Hours

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Learning Objectives

  • The ability to develop a greater awareness of the visitors perspective and needs
  • An improved understanding of your own strengths and improvement areas
  • An increase in the opportunity to gain more advanced Customer Care Skills
  • A greater ability to handle customer concerns to the benefit of all parties
  • The opportunity to measure how well you are doing and work on improvement areas
  • An increase in confidence in dealing with visitors

Course Content

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:30 A Fresh Look at Your Job Roles

10:30 - 11:15 Getting it Right - Building on your Good Practices

11:15 - 12:45 Developing your Customer Care Skills

12:45 - 13:00 Discussion and Action Points from the morning

13:00 -14:00 Lunch

14:00 - 15:30 Handling Difficult Situations

15:30 - 16:30 Measuring Visitor Satisfaction

16:30 Summary and Action Planning

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