customer services at national railway museum
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WELCOME TO THE
NATIONAL RAILWAYMUSEUM
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The National RailwayThe National Railway
MuseumMuseum
The NRM is the largest railway museum in the world andThe NRM is the largest railway museum in the world and
Englands most visited museum outside London.Englands most visited museum outside London.
With 885,366 visitors in 2004-05 the NRM was responsibleWith 885,366 visitors in 2004-05 the NRM was responsible
for around 14% of all heritage visits in Yorkshire.for around 14% of all heritage visits in Yorkshire.
People visiting the NRM from outside the region bringPeople visiting the NRM from outside the region bring
more than 30m each year into Yorkshires economy.more than 30m each year into Yorkshires economy.
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What are Museums?What are Museums?
Museums differ from other heritage and leisure attractionsMuseums differ from other heritage and leisure attractionsbecause they must use and look afterbecause they must use and look after realreal objects.objects.
There are about 2500 museums andThere are about 2500 museums and 80 million visits in the80 million visits in theUK every year.UK every year.
New research carried out for DCMS suggests that 43%New research carried out for DCMS suggests that 43% ofofpeople visit one museum per year.people visit one museum per year.
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Types of MuseumTypes of MuseumThere are three main types of museum:There are three main types of museum: National Museums looking after NationalNational Museums looking after National
collections.collections.
Local Authority Museums provided by localLocal Authority Museums provided by localcouncils ( a bit like libraries apart from thecouncils ( a bit like libraries apart from thefact that museums do not have to befact that museums do not have to beprovided).provided).
Independent Museums - set up and run asIndependent Museums - set up and run ascharitable companies.charitable companies.
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National Museum of Scienceand Industry
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The NRM is responsible to theGovernment through the Departmentof Culture, Media and Sport (DCMS).
We receive about 5m to staffand run the museum.
The decisions and running of themuseum go through a Board of
Trustees.
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MissionMission
We will engage people and inspireWe will engage people and inspire
learning about the world of railwayslearning about the world of railways
through our collections and thethrough our collections and the
knowledge they hold.knowledge they hold.
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Museums Primary ObjectivesMuseums Primary Objectives
To run a leading international museum which attractsTo run a leading international museum which attracts
more visitors each yearmore visitors each year
To continuously improve the quality of serviceTo continuously improve the quality of service
To communicate with the widest public in inspiring,To communicate with the widest public in inspiring,
enlightening and enjoyable waysenlightening and enjoyable ways To build, research and care for our collections so thatTo build, research and care for our collections so that
more people can benefit from themmore people can benefit from them
To stimulate research and scholarship at all levelsTo stimulate research and scholarship at all levels
To maximise our resources and income in support ofTo maximise our resources and income in support of
these activitiesthese activities
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The staff at NRM are dividedinto three groups:
the Museum
Museum Structure
the Trading Company
volunteers-Friends of theNRM
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NRMNRM
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These departmentsorganise:
Events and Marketing
conferences
weddings
dinners
parties
press / TV publicity
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Visitor Profile
Visitor surveys are carried outtwice a year. Why do we dothis?At Easter Association ofLeading Visitor Attractions.Benchmarking.At August Bank Holiday
Robertson Bell Associates
During year by MysteryShoppers
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ALVA BenchmarkingALVA Benchmarking
The NRM scored the highest of all (36)The NRM scored the highest of all (36)
national attractions in the following areas:national attractions in the following areas:
General cleanliness.General cleanliness.
Engaging your emotions.Engaging your emotions. Value for moneyValue for money
Likelihood of recommending the NRMLikelihood of recommending the NRM
Areas to improve only 3% thought food wasAreas to improve only 3% thought food wasexcellent value for money and only 1%excellent value for money and only 1%
thought the shop was excellent 43% said itthought the shop was excellent 43% said it
was good.was good.
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Visitor Services
Promises to our visitors
Customer charter
Customer ServiceHandbook
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RecognitionRecognition
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Staff
All staff follow an inductionprocedure called ON TRACKwhich outlines what you shoulddo in your first few days, weeks
and months within themuseum.
Staff including Volunteers will
receive Welcome Host andWelcome All training coursesif required. Initial interviewsand applications will determine
if this is required.
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Staff are extensivelytrained through a varietyof courses.
Staff
They are chosen for theirabilities to learn,communicate and deal withpeople.
Duty Manager available everyday.
Security staff on site.
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Duty ManagerDuty Manager
The Duty Manager is responsible for the smooth running of theThe Duty Manager is responsible for the smooth running of the
front of house experience:front of house experience:
The main lift is reported broken.The main lift is reported broken.
Announce on the tannoy system that the lift is broken.Announce on the tannoy system that the lift is broken.
Put up a sign to inform visitors that the lift is broken.Put up a sign to inform visitors that the lift is broken. Call the lift repair company.Call the lift repair company.
Log how long the lift was broken for.Log how long the lift was broken for.
Announce on the tannoy system that the lift is fixed.Announce on the tannoy system that the lift is fixed.
Remove the signs saying that the lift is broken.Remove the signs saying that the lift is broken.
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Internal CommunicationInternal Communication
Internal telephone systemInternal telephone system
E-mail personal or GlobalE-mail personal or Global
PagersPagers IntranetIntranet
Staff newsletter LinkStaff newsletter Link
Monthly briefingsMonthly briefings MeetingsMeetings
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DefinitionsDefinitions
The Museum regards a complaintThe Museum regards a complaint
as:as:
Any expression of dissatisfactionAny expression of dissatisfaction
about the Museum and its services,about the Museum and its services,
whether made formally or informallywhether made formally or informally
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Complaints PolicyComplaints Policy
Encourage dissatisfied customers to complainEncourage dissatisfied customers to complain
Resolve the problem quickly, effectively and toResolve the problem quickly, effectively and to
customers satisfactioncustomers satisfaction
Learn from the complaint, so improving serviceLearn from the complaint, so improving service
for the future.for the future. Record KeepingRecord Keeping
Emphasis on solving problems rather thanEmphasis on solving problems rather than
sticking to the rulessticking to the rules
http://c/Documents%20and%20Settings/s.keeling/Local%20Settings/Temporary%20Internet%20Files/OLK256/Visitor%20Services%20Report%203%202005%20.dochttp://c/Documents%20and%20Settings/s.keeling/Local%20Settings/Temporary%20Internet%20Files/OLK256/Visitor%20Services%20Report%203%202005%20.dochttp://c/Documents%20and%20Settings/s.keeling/Local%20Settings/Temporary%20Internet%20Files/OLK256/Visitor%20Services%20Report%203%202005%20.doc -
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Customers are free to decideCustomers are free to decide
how they complain.how they complain.
This might be:This might be:
In personIn person
By telephoneBy telephone
By letterBy letter
By faxBy fax
By the InternetBy the Internet
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ResponsibilitiesResponsibilities
Everyone is responsible forEveryone is responsible for
addressing a complaint as soonaddressing a complaint as soon
as it is made.as it is made.
Each department has designatedEach department has designated
people to deal with complaints sopeople to deal with complaints so
that the standards set by thethat the standards set by the
Museum are met.Museum are met.
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StandardsStandards
The Museum aims to resolve anyThe Museum aims to resolve any
complaint as quickly as possiblecomplaint as quickly as possible
within an agreed timescale.within an agreed timescale.
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General ProcedureGeneral Procedure
Can I settle the issue immediately?Can I settle the issue immediately?
If not, can someone else settle theIf not, can someone else settle thecomplaint immediately?complaint immediately?
If further information orIf further information or
investigation is required how longinvestigation is required how longis it likely to take?is it likely to take?