Exceeding Visitor Expectations

Skills & Training

Exceeding Visitor Expectations

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VisitEngland have now launched our new Exceeding Visitor Expectations course on Thursday 8th October 2015 at the Visitor Attraction Conference.

At last.... we now have a one day customer service programme that is designed specifically for visitor attractions. The course focuses on how front line staff can make a significant contribution to the success of attraction business through delivering excellent customer service.

Who is the course intended for?

Members of staff and volunteers working in visitor attractions

What will I gain from the course?

  • Creating great visitor experiences
  • Identifying, meeting and exceeding visitor expectations
  • Delivering high quality service
  • Connecting with visitors
  • Engaging and inspiring visitors
  • Resolving challenging situations
  • Promoting your attraction
  • Planning for success



One day

Do I need previous skills and knowledge?


What does the course cover?

  • Identify what your attraction and the area where you work has to offer visitors 
  • Meet, manage and, whenever possible, exceed visitor expectations
  • Appreciate the key elements of high quality service 
  • Work with their colleagues to deliver excellent service on a consistent basis 
  • Welcome visitors from all sections of the community and provide an accessible service 
  • Communicate successfully with visitors
  • Use their product and destination knowledge to provide information and advice in an engaging and inspiring way
  • Deal effectively with challenging situations 
  • Act as an ambassador for your attraction and local area
  • Identify methods of boosting business and promoting your brand
  • Develop an action plan for continuous improvement 

Course method

  • Group discussion
  • Activities



A short multiple choice test or optional City & Guilds multiple choice examination held at the end of the day (additional cost applies)


£90pp and an additional fee of £22pp for the Level 2 City and Guilds award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism  

VisitEngland Quality Assessed Attractions and Tourism South East members will be able to benefit from a 10% discount


Contact Heather Bennett, Training Administrator for the South East on 023 8062 5438 or [email protected]

To reserve a space on this course, please complete a booking form (This form can only be submitted electronically using internet explorer, it can however be printed using Google Chrome).

 Take a look at our destination courses:

Welcome to the New Forest

Welcome to the South Downs

Island Welcomes

Welcome to Surrey 

Welcome to Portsmouth

Welcome to Southampton

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