Westminster Abbey
Customer Service Training
Opportunity
In January 2011, with the marriage of Prince William and Kate Middleton just three months away, Westminster Abbey wanted to prepare its customer-facing staff for an expected increase in visitor numbers and media attention.
Approach
MSB created and implemented a bespoke customer service workshop for all managers and staff – marshals, shop and café staff, guides and cleaners. The aim was to raise the motivation, confidence and capability of staff to engage with visitors and to make their trip a memorable one.
Impact
Our training helped staff at Westminster Abbey to provide an enjoyable customer experience for the Abbey’s thousands of visitors, and to be ready to meet and greet the 1000+ guests who attended the royal wedding.
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“MSB created and delivered a series of workshops that helped engage, inspire and challenge our front of house teams.
By making the workshops relevant to the daily duties of the teams involved and demonstrating genuine understanding of the challenges they face, the training has already influenced the delivery of visitor services in a very positive way. Thank you.” - Head of Visitor Services, Westminster Abbey |