Premiership Customer Service

25 July 2013

Manchester United Football Club is no stranger to trophies and accolades but in recent months, the team at the Manchester United Museum and Tour has shown they’re also at the top of their game in terms of customer service.

41 members of the museum and tour staff have recently successfully completed intensive training provided by Marketing Lancashire. Marketing Lancashire delivers the Welcome to Excellence programme, the tourism industry’s premiership customer service and skills programme, across the North West.  Hearing about their success and commitment to customer service excellence Chief Executive of Marketing Lancashire, Ruth Connor, headed Old Trafford way, to congratulate the organisers and participants.  Ruth comments

“Businesses and attractions who really understand the importance of great customer service are a pleasure to work with and Manchester United Museum and Tour was a shining example of a team intent  on delivering excellence, in all aspects of their work.   The staff responded to the training with great enthusiasm and approached each course with the same determination and focus as a premiership player. We’re very proud to have worked with this great visitor attraction and congratulate the team on their achievements.”

The courses already undertaken include Welcome Host Gold, designed to boost business through customer service excellence and understanding the needs of visitors, and Welcome All, empowering staff with the skills and know-how to exceed the expectations of customers with disabilities.  Later this year they will also embark on the Welcome International training course, which gives participants greater understanding of cultural and language differences, to ensure all international visitors receive the same warm welcome and high levels of customer service.

Manchester United Museum and Tour Manager Damian Preston said

“My staff thoroughly enjoyed the course and found the trainer to be extremely approachable and enlightening.  He encouraged interaction and participation and recognised the importance of tailoring the training specifically to our attraction, which was really useful. 

“It has helped the staff fully appreciate there is always room for improvement where customer service is concerned.”

The museum and tour team not only successfully completed both Welcome All and Welcome Host Gold courses but also went on to complete and pass, the City and Guilds Level 2 Award in the Principles of Customer Service in Hospitality, Leisure, travel and Tourism.

Photo shows:   Back Row left – Ruth Connor, Chief Executive, Marketing Lancashire and front row right – Helen Aldous, Training Manager Marketing Lancashire.  Front row left, Manchester United Museum and Tour Manager, Damian Preston with participants and staff of Manchester United Museum and Tour. 


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