NEW Exceed Customer Expectations Course

23 October 2015

A new customer service course developed specifically for visitor attractions has been launched by the tourist board for England this week.

Exceeding Visitor Expectations, part of the Welcome to Excellence suite of customer service programmes, was launched by Visit England at the Annual National Conference of Visitor Attractions.

The one day course has been designed for attractions that are committed to providing a high quality customer experience.  It aims to equip front-line staff with the skills to deliver outstanding customer service and will focus on best practice strategies to allow participants to enhance visitors’ expectations.

Lancashire social business, The Via Partnership (Via) holds the North West licence to deliver Welcome to Excellence, regarded as one of the most effective customer service training programmes in the industry.  Its training division, Via Training, has had one of its senior leaders selected to become the only person in the North West approved to deliver Exceeding Visitor Expectations.

John Barlow, Operations Manager at Via Training, was nominated by Via and approved by the national administrators, Tourism South East, to become the region’s only trainer authorised to deliver the new Welcome to Excellence course. 

With a proven track record in the field of education and training, John also has a commercial background in the Visitor Economy so is well placed for this exclusive attainment.  John said, “I am honoured to be able to deliver this exciting new course and offer it to businesses across the North West to raise the profile of the region. We have already received a high level of interest from our existing customers so there’s been much anticipation about the launch.

John tells us, “Participants will learn how to provide a great welcome, communicate effectively with internal and external customers and engage and inspire visitors. This is invaluable training that will allow greater benefits for every organisation taking part by enhancing their customers’ experience and exceeding expectations as well as building repeat business and word of mouth recommendations”.

For a limited period there is a national offer of 10% discount for all Visit England quality assessed attractions registering onto this new course and free membership to the scheme for non members who take part in the course.

For enquiries about this course or other Welcome to Excellence programmes please contact Helen Heyworth at Via on 01772 642400 or email [email protected].


The Via Partnership is a social business whose core purpose is to improve skills and increase employability.  Via works to build bridges between education and business communities and provide high quality careers support and training to adults and young people to help them move forward in work and life. Via is a company under the control of Blackburn with Darwen Borough Council, Blackpool Council and Lancashire County Council.

Via Training, Via’s workforce development arm, provides individuals and employers across the North West with a variety of courses, qualifications, training programmes, apprenticeships and traineeships to help move forward in work.  It regards itself as a specialist apprenticeship training provider for the Health & Social Care sector; Adult Care, Children & Young People's Workforce, Early Years Child Care, and closely linked roles in Customer Service, Business Administration, Management and Team Leading and Housing.

Via is also the North West licence holder for the delivery of Welcome To Excellence customer service training, one of the most successful customer service training initiatives in the UK.

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