customer services at national railway museum

8/14/2019 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?