The Guided Experience: Skills for Welcoming and Engaging Visitors
Available Formats: Virtual Classroom Course
This web-based communication skills course for people working in visitor services will:
Help participants create personas for their guest groups and consider what’s important to each.
Discuss the importance of inclusiveness and a sense of welcome for all visitors.
Suggest a methodology for viewing guests with empathy and anticipating their needs.
Offer specific language for maintaining professional relationships with guests, volunteers, and fellow staff members.
Provide ideas for troubleshooting a range of common guest-services problems.
Staff members have tremendous power when it comes to influencing the guest experience at a museum, garden, corporate visitors center, factory tour, zoo, or other attraction that welcomes the public. This instructor-led online course focuses specifically on the actions people at all levels can take to improve the guest experience and enhance their communication skills and ability to interact with guests, volunteers, and fellow staff members.
At this program’s conclusion, participants should be able to:
Discuss different visitor groups and what each expects.
Use their words, tone, and body language to welcome all guests.
Anticipate and respond to a range of visitor needs.
Use positive language to communicate expectations, suggest visitor paths, and answer questions.
Identify and exhibit on-stage behaviors.
Describe words and activities best suited for the backstage (or no stage).
Implement strategies to enhance teamwork with fellow staff members and volunteers.
Troubleshoot common problems and challenging situations.
Who Are the Visitors and Why Are They Here?: What Your Guests Expect
We’re Glad You’re Came!: Making All Visitors Feel Welcome
Same Destination, Different Journeys: Planning for Various Personas
On-Brand Staff Interactions: A Well-Oiled Machine On Stage and Behind the Scenes
Troubleshooting: When Visits Go Wrong
By the conclusion of the end of this web-based training course, participants should have an understanding of the steps they can take to welcome guests to their institutions and provide a first-rate experience.
Questions This Page Answers About Web-Based Visitor Relations Training
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We want to improve our visitor experience. Who can help?
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
INSTRUCTOR-LED ONLINE VISITOR RELATIONS SKILLS TRAINING
COURSE . WEBINAR . PROGRAM