Imperial War Museum North is an award-winning Museum housed in an iconic building designed by world famous architect Daniel Libeskind and is situated at The Quays in Manchester.
Danielle Hird, Volunteer Co-ordinator at the Museum, is determined that the quality of customer service is as impressive as the design of the building.
Imperial War Museum North use Welcome to Excellence to ensure first-class customer service amongst the front-of-house volunteers on whom the Museum depends.
Over the last two years, around 70 volunteers have benefited from both the ‘Welcome Host’ and ‘Welcome All’ training courses.
‘We chose Welcome to Excellence because it allows volunteers to gain an accredited customer service certificate’ she said.
‘The Welcome to Excellence training courses are excellent. Our volunteers consistently give us very positive feedback. The courses help increase their awareness and understanding of the vital importance of their role. For many volunteers, it is also a real confidence boost and shows them how to deal with tricky customer situations. It also helps inspire them to make the most of their role and really try to improve the visitor experience.
‘Importantly, our visitors really seem to notice and we consistently receive highly positive comments about the quality of customer service at the Museum.
‘With Welcome to Excellence, we have a training partner that can deliver the customer service skills to all our front-of house staff and volunteers. The courses are very well structured and organised but they are also easily adapted to be suitable for mixed ability groups. The trainers are so enthusiastic that volunteers invariable leave a course feeling inspired and with a new fresh perspective on their own role.
‘There is no question that Welcome to Excellence plays a crucial part in helping us deliver a world class attraction.’Back to case studies