visitor experience development

Get in touch to design your in-company programme, which can include:

Team Dynamics to Enhance the Visitor Experience

• The power of a team – understanding team dynamics using Belbin Interplace
• The power of motivated teams
• Working in harmony within the team and creating a sense of fun
• Defining empowerment in the organisation and supporting structures
• Team communication

Communication Skills

• Understanding customer expectations
• Listening to customer concerns and taking action
• Assertiveness skills to deal with tricky situations
• Dealing with customer complaints
• Making requests of the customer
• Giving information accurately and positively

Transactional Analysis

• Transactional Analysis (TA) – recognising behavioural modes in ourselves and others
• Developing TA skills to manage transactions with customers and colleagues of all types and in all situations
• Using Transactional Analysis (TA) to diffuse anger and resolve problems

Personal Effectiveness

• Knowing your own individual ‘brand’ and using it
• Individual levels of contribution to enhance the visitor experience – self assessment
• The key to motivating oneself
• Being proactive - taking the initiative
• Confidence to handle situations efficiently
• Staying in a positive frame of mind
• Trigger - Filter- State
• Building positive relationships with customers and colleagues
• Professional image & self projection

...contact us to find out more