023 8062 5533

Welcome Afloat Training - Deliver a Great Boating Experience.

Enquire about this course

Welcome Afloat Overview

The Welcome Afloat course is a one-day, interactive training programme developed by Welcome to Excellence Ltd and a working group led by British Marine for leisure marine businesses. It is designed to help participants provide excellent service to all their customers and deliver a great boating experience.


Enquire about this course

Welcome Afloat participants will learn how to:

  • attract and retain customers
  • understand who their customers are and what they need and expect
  • meet, manage and, whenever possible, exceed customer expectations
  • appreciate the key elements of excellent customer service
  • deliver a great boating experience on a consistent basis
  • work with their colleagues to deliver excellent service
  • communicate and connect with customers
  • deal effectively with challenging situations
  • act as a brand ambassador for their organisation and work to boost business
  • develop an action plan to keep customers for life
Full course details

Welcome Afloat is a highly practical customer service training course, using varied active training styles to give participants the skills and knowledge they can immediately use in the workplace. Interactive learning, group exercises, personal action planning and a host of great tips all equip participants to make a real difference to customers' experiences.

Welcome Afloat covers:
1
A warm welcome
  • Introduction
  • Meeting national standards
  • Why are we here?
  • What do you want to achieve?
2
Attracting and retaining customers
  • Taking to the water
  • Why do visitors choose your area?
  • Attracting customers to your business
  • Creating a competitive edge
  • Who are your competitors?
  • Developing a distinctive local character
  • Taking action on the environment
3
Inspiring your customers and making a difference
  • Becoming an expert
  • Responding to requests
  • Presenting information to customers
  • Engaging with and inspiring customers
  • Being pro-active
4
Meeting and exceeding expectations
  • Finding out about your customers
  • Who are your customers?
  • Customer needs and expectations
  • Managing expectations
  • Changing expectations
  • Looking to the future
  • Customer loyalty
  • The lifetime value of a customer
  • The customer journey
5
Creating a great boating experience
  • Aim for service excellence
  • Characteristics of excellent service
  • Creating an impression
  • Making a positive impression
  • Customer service opportunities
  • Your customer service opportunities
  • It's your choice
  • Working successfully with your colleagues
  • Improving your team's performance
  • Collaborating with the boating community
6
Excellence for everyone
    • A boating experience for everyone
    • Access to boating
    • Overcoming barriers to accessibility
    • Welcoming customers of all ages
    • Communicating with international customers
7
Communicating successfully
  • Connecting and engaging with customers
  • Why are communication skills so important?
  • The communication process
  • Choosing words to inspire confidence
  • Building trust
  • It's not just the words
  • Positive body language
  • Are you an active listener?
  • Improving your listening skills
  • Asking the right questions
  • Telephone calls from customers
  • Effective telephone conversations
  • Communicating in writing
8
Resolving challenging situations
  • Challenging situations
  • Customer dissatisfaction
  • The power of social media
  • How do you react?
  • Handling a complaint
  • Don't make matters worse
  • Resolving complaints
  • Receiving feedback from customers
  • Customer feedback
  • Learning from feedback
9
Promoting boating and your business
  • Acting as an ambassador
  • Promoting your brand
  • Matching products and services to customer needs
  • Options for boosting business
  • Encouraging secondary spend
  • Representing your business
10
Keeping customers for life
  • Making it memorable
  • Now it's up to you
City & Guilds qualification information

Individuals participating in our Welcome Host Gold, Exceeding Visitor Expectations or Delivering Service Excellence courses can also receive a City and Guilds national qualification by completing a short written exam at the end of each training session.

Course Prices

Open course price: £90.00

In-house course price: £900.00 (10% discount for British Marine members)

Pack price: £25.00

Course delivery options

Open Course

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent bibendum quam dolor, quis egestas nisl dapibus nec. Cras at orci elit. Donec fringilla pellentesque.

In-House Course

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent bibendum quam dolor, quis egestas nisl dapibus nec. Cras at orci elit. Donec fringilla pellentesque.

Bespoke Course

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent bibendum quam dolor, quis egestas nisl dapibus nec. Cras at orci elit. Donec fringilla pellentesque.

Train the Trainer

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent bibendum quam dolor, quis egestas nisl dapibus nec. Cras at orci elit. Donec fringilla pellentesque.

"

Enquire about this course

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas vel tellus orci. Duis dapibus, neque at tincidunt varius, justo justo finibus neque, quis laoreet odio est a enim. Donec consectetur.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas vel tellus orci. Duis dapibus, neque at tincidunt varius, justo justo finibus neque, quis laoreet odio est a enim. Donec consectetur.

Or contact us if you need any help have an enquiry at:

023 8062 5533 welcometoexcellence@tourismse.com
First Name*
Last Name*
Email*
Phone Number*
Company Name
County
Your Enquiry*

Not the right course for you?

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas vel tellus orci. Duis dapibus, neque at tincidunt varius, justo justo finibus neque, quis laoreet odio est a enim. Donec consectetur.

Customised Courses Back To All Courses