Date(s) - 28/01/2016
10:00 am - 3:30 pm
Trainer: Lydia Greyson, Visitor Services Manager, Norwich Museums, with support from Simon Floyd, SHARE Coordinator
In this new course for SHARE experienced Visitor Services Manager Lydia Greyson will help you to develop key strategies for dealing with unhappy customers and awkward situations that may arise in your venue. Through scenario based exercises and discussion we will examine some of the most common issues that visitors raise. Participants will also be guided through a simple six step process for diffusing criticism and complaints, helping you turn the negative into a positive advantage.
The course will include:
- Understanding the customer view
- How and when to act on complaints
- Ensuring your staff are acting consistently and with confidence
- Conflict resolution and the art of distraction
- Developing appropriate policies and procedures
- Reacting to online criticism
- Ways to encourage comment and feedback
Participants will also be asked to raise their own real life scenarios for consideration by the group.
Refreshments will be provided, but please make your own arrangements for lunch.
Please note: Due to the limited number of places available on this course, for the time being we are only able to confirm one place per museum. If you would like to request a second place, please do fill in the booking form and leave a note in the “comments” box, and we will be in touch if additional places are available closer to the date.
Bookings are closed for this event.