Visitor and Customer Care for Volunteers
Wednesday, 2 December 2015 from 10:30 to 16:30 (GMT)
According to research from the Association of Leading Visitor Attractions (ALVA) it is the people, not the objects or displays that visitors remember longest from visiting a heritage attraction.
Good customer service and a warm welcome from a confident, happy team will create the associations that mean visitors will want to return and to recommend your museum to their friends.
This session focuses on what is meant by good customer care in a museum environment and how this can be instilled within your team of volunteers.
Who should attend?
Anyone who is struggling to provide good customer care within their organisation or those who would like to improve their existing skills in this area.
What will you learn?
You will have the chance to
- Understand the basics of good customer care
- Consider ways of training volunteer teams in customer care
- Improve the way your front desk team handles specific issues like Gift Aid, donations, till transactions and (possibly) complaints
- Think about how you can find out, analyse and use visitor feedback to improve customer care
- Learn from other museums and discover what has worked for them
Eleanor Moore and Jan Horrell are the Sustainable Volunteering Officers (job share) with the South West Museum Development Partnership. Their role involves the provision of advice and support to museums across the region to help develop volunteering practice. They work closely with the Museum Development Officers and through county network groups. Eleanor and Jan facilitate a community of practice for paid and voluntary volunteer managers working in heritage. Eleanor’s background is in social and community history curatorship and Jan has a background in audience development. They have both worked in advisory work within the museums sector, with experience of managing volunteer teams.
The South West Museum Skills programme is delivered by the South Western Federation on behalf of the South West Museum Development Partnership, funded by Arts Council England.
When & Where
The South West Federation of Museums and Art Galleries (SWFed)
The South Western Federation of Museums and Art Galleries is the 'voice' of museums and art galleries across the South West of England.
As an independent membership based organisation, we have supported the region's museums and art galleries and the people that work in them - for over 80 years!
We deliver the South West Museum Skills programme on behalf of the South West Museum Development Partnership, which is funded through Arts Council England.