Arundel Castle, Arundel, West Sussex
Arundel Castle is a restored medieval castle and stately home in Arundel, West Sussex. Visitors have access to a host of events as well as the stunning walled gardens and can put their feet up with tea and cake in the coffee shop.
The Castle operates within a very competitive market so customer service is an integral part of their business. The management teams were therefore keen to adopt a customer service course that would not only help volunteers meet customers’ expectations but exceed them. The Castle enlisted the help of Tourism South East (TSE) to deliver a series of customised Welcome Host courses for the volunteers.
Welcome Host was considered the best training programme available in the UK that could meet the organisations objectives. TSE worked closely with the management of Arundel Castle and customised the content of the course to meet their needs, ensuring it addressed relevant issues, such as improving communication skills. It was mandatory for all volunteers to attend the course from all sections of the castle, including the management team.
The aim of the project was to help participants improve and build upon their customer service and communication skills, ensuring every visitor leaves Arundel Castle looking forward to returning and will recommend it to their friends and colleagues.
Over 120 volunteers completed the Welcome Host training and excellent feedback was received, many commented on how useful the training was, in particular being able to meet colleagues from other areas of the castle.
Bryan MacDonald, Head of Operations, Arundel Castle said "The training has been a great success and will provide our team with the additional skills to enable them to deliver world class customer service that will ensure every visitor will have an experience they value, influencing the memories they take away".