Customer Service Development

Our Courses: Welcome Host Gold, Welcome All, Telephone Excellence, Welcome Host PlusLead, Motivate and SucceedDelivering Service Excellence, Boosting Business, Exceeding Visitor Expectations, Welcome Walkers and Cyclists


Welcome to Excellence is the most successful cost-effective customer service training initiative in the UK. Over 350,000 people have already taken part since the first training course in 1993.

We offer a range of excellent value one-day customer service courses – ideal for staff at all levels. The training courses are frequently updated to reflect changing conditions and legislation and are delivered by highly specialist trainers

You can choose from a range of open courses at local venues or in-house training programmes  that can be customised to your own needs – whichever is best for you!

There is now an opportunity to gain a nationally recognised qualification, the City & Guilds Level 2 Award in Welcome Host Gold (Customer Service) .

As you would expect, our clients include some of the biggest names in tourism and leisure – but also thousands of small businesses across England that have turned to Welcome to Excellence to help raise their game.

Our clients range from tiny B&Bs and guesthouses to large organisations such as Bourne Leisure (Warners, Haven and Butlins), London Gatwick Airport, English Heritage, Manchester United, Windermere Lake Cruises, The Halston, Linthwaite House Hotel, Cedar Manor Hotel, Walby Farm Park, Tree Top Treks and many more organisations.

In a nutshell, we’re the No 1 in customer service training in the UK! One call to us and we will get you on course to a great future.


Welcome Host Gold £90.00+VAT

The Welcome Host Gold one-day training course gives participants today’s core customer service skills – reflecting the latest techniques and best practice. It is a highly flexible course, and can be tailored to include content and knowledge specific to destinations and businesses.

Welcome Host Gold participants will:

  • develop proactive communications skills
  • recognise different customer expectations and how to meet them
  • better understand their frontline sales and service role
  • be confident in effectively tackling difficult situations
  • learn why teamwork is vital in a customer-facing environment

Exceeding Visitor Expectations £90.00+VAT

 The Exceeding Visitor Expectations one-day training course has been designed specifically for visitor attraction front-line staff that combines the expertise of VisitEngland’s Visitor Attraction Quality Scheme and the experience of the renowned Welcome to Excellence training programmes.

Exceeding Visitor Expectations will help participants to:

  • identify what your attraction and the area where you work has to offer
  • understand who your visitors are and what they need and expect
  • meet, manage and, whenever possible, exceed visitor expectations
  • welcome visitors from all sections of the community and provide an accessible service
  • communicate successfully with visitors
  • use product/destination knowledge to provide information and advice in an inspiring way
  • deal effectively with challenging situations
  • act as an ambassador for your attraction and local area

Welcome All £95.00+VAT

Welcome All recognises that it is the environment which causes problems for many people with mobility or sensory disabilities. The programme provides participants with practical advice and cost–effective ideas to enhance service quality for customers with disabilities and specific needs.

You will look at:

  • the benefits of an accessible service
  • key provisions from the Equalities Act
  • practical advice on how to provide the best service
  • how to communicate effectively
  • how to improve accessibility
  • guidance on a range of sensory, mobility and learning disabilities


Lead, Motivate and Succeed £95.00+VAT

This one-day course has been developed in response to widespread demand. It aims to help supervisors and managers to lead, develop and motivate their staff so that the whole team delivers world-class customer service.

It is ideal for first-time line managers and supervisors working in the hospitality, leisure, travel, tourism, retail or financial sectors. The course is equally suited for students preparing for employment in the service sector.

You will look at how to:

  • set objectives for organisations, teams and individuals
  • improve your management and leadership skills
  • communicate effectively
  • create a customer-focused culture within a team
  • deal with any problems and handle difficult situations

Handling customer complaints and difficult situations £45.00+VAT

This is a half day course designed to help front line staff deal with customer complaints and difficult situations.

Over the course of four hours participants will:

  • Discover why customers complain
  • Identify the benefits of handling complaints effectively
  • Learn to handle complaints successfully
  • Develop effective communication skills
  • Learn how to handle aggressive or abusive customer behaviour
  • Master their own emotions when dealing with customer complaints
  • Agree a customer complaint/difficult situation procedure

If the course is delivered in-house complaint scenarios can be tailored to the business to provide participants with the opportunity to address real life situations.


NEW: Welcome All to Morecambe Bay £25.00

Morecambe Bay is the jewel in the crown of the North West visitor economy attracting visitors from all over the world for its coastal scenery, cycle ways, walking and outdoor activities, wildlife, award winning restaurants, great accommodation and of course its people! 

The Welcome All to Morecambe Bay one-day training course has been specifically designed for the Morecambe Bay area and its businesses. The course will give participants the opportunity to enhance their practical customer service skills, improve their product and destination knowledge of Morecambe Bay and the surrounding areas.

Welcome All to Morecambe Bay will help participants to:

  • Welcoming customers to the Morecambe Bay area
  • Understanding Morecambe Bay customers and what the area has to offer
  • Communicating effectively with customers and delivering customer service excellence
  • Boosting Morecambe Bay business
  • Handling and resolving challenging situations
  • Making a difference to your area – action planning

Thanks to funding from the Coastal Communities fund, this one day course is available for a limited period at just £25+VAT including refreshments and participant materials.


Welcome Walkers and Cyclists from £75.00+VAT

This workshop  gives managers, owners and employees in all types of tourism and retail businesses a better understanding of how to provide a high quality visitor experience for walkers and cyclists.

The Welcoming Walkers and Cyclists training programme will enable you to:

  • appreciate the value and character of the rural tourism market
  • identify the needs and expectations of different types of walker and cyclist
  •  identify and capitalise on local opportunities for walking and cycling
  •  take practical steps to develop your products and services to meet the requirements of walkers and cyclists
  • market your products and services effectively to walkers and cyclists.


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