Customer Service Excellence Training Leicester City Council

Customer Service Excellence Training Leicester City Council

The service intends to improve the overall visitor experience across all sites by delivering a customer service standards training to all front of house personnel, that has a strong ‘Visitor Experience’ emphasis at the core of the training.


Customer Service Excellence Training (PAN0861)
Awarding body Leicester City Council

EST. START DATE: 23/02/2015
EST. END DATE: 29/02/2016


Leicester City Council’s Arts and Museums Service delivers a cultural offer from a number of museums and heritage venues across the city that attracts circa 460,000 visitors each year.

The service intends to improve the overall visitor experience across all sites by delivering a customer service standards training to all front of house personnel, that has a strong ‘Visitor Experience’ emphasis at the core of the training.

The cultural offer supports the tourism and visitor economy-offer in the city, contributing £1.4bn to the local economy. Furthermore, the well-known tourism website Trip-Advisor highlights these sites as some of the city’s best attractions.

Arts and Museums Service hopes that a uniquely designed customer service training program, with a specific emphasis on ‘visitor experience’ within a visitor attractions setting will enable the service to further enhance overall ‘front of house’ standards. This is to leave a high quality, first and lasting impression of Leicester, from those visitors from both within and outside the City.

With the aim to improve visitor interaction, interpretation and engagement, the service hopes also to prepare and equip its valued workforce in dealing with difficult situations, communicating with the public and developing leadership skills, with an aim of providing a better, more focused and higher quality experience.

Therefore, a visitor experience training programme for museums and heritage staff will help to improve the tourism offer in Leicester in line with the city’s tourism strate

Specifications and requirements

It is envisaged that our training requirements for the staff and volunteers, through an interactive workshop based session should incorporate the following:

Key requirements:

Customer service:
• What is meant by excellent customer service standards (presentation, received, enthusiasm, sign posting, complaints / comments / suggestions, etc)

Visitor Experience focused learning:
• What constitutes a visitor attractions (marketing, access to information, experiential, enjoyment, creating a thirst for more, knowledge exchange, etc)
• Improved awareness of the Visitors’ expectations
• Visitor engagement (various interacting methods)
• What results in an ‘impressionable’ and ‘memorable’ experience
? Negative and Positive
• looking at the visitor experience from all angles
• understanding visitor access to a quality visitor experience (in its broadest term)
• understanding a diverse visitor audience’s varied visitor expectations

Cross selling:
• Understanding the value of cross selling to encourage repeat visits to the City
• Cross selling to promote the range of services available across all sites
• Cross selling to encourage income generation through a range of products available at each site
• Encouraging donations to embrace the visitor’s value to the museum and museum assets on display

Experiential Learning:
• Understanding the value of the museum environment that offers experiential learning through:
? Guided tours
? Exchange in gallery information to enhance / support visitor experience
• Schools – learning visits

All submissions must be processed via Due North and retuned by 14:00hrs on Thursday 12th February 2015

To access the documentation, either:

1 Click on the “Apply Online” button to be found below the contact details to the right of this screen which will take you to the EastMidsTenders portal. Click on the “View Opportunities” button to view contracts and locate the opportunity. Register if you have not already done so to express an interest and gain access to the quotation document.

Organisations are asked to regularly check this opportunity on Source Leicestershire for any updates. Any advertised opportunity might be updated or removed at short notice due to unforeseen circumstances.

Applicants should note that due to the technicality of the software package being used to create this advert, this Opportunity will become “invisible” at midnight on 11th February 2015; Applicants are therefore requested to save all documentation relating to this Opportunity locally.

Additional information

Contract Type One off
Procurement Process Open Tender
Category Training & Conferences, Education, Business,
CPV codes
Suitable for SME YES


12 February 2015

12 days


12 February 2015

12 days


Leicester City Council
Hussain Dakri, Procurement Officer, Tel No: 0116 454 6557
4th Floor,
Rutland Wing,
115 Charles Street Leicester LE1 1FZ


Express an interest online