Customer service situations

Essential information

Key stage: 
National Maritime Museum, Queen's House
School subject: 
Leisure & tourism

Customer service is not only about selling products and sevices. At the Museum, customers are supported in a vaiety of ways.

Customer service situations

Customer service is not only about selling products and services. At the Museum, customers are supported in a variety of ways:

  • Providing information services
  • Providing support and advice on health and safety
  • Providing support for people with access needs
  • Dealing with internal customers
  • Dealing with customers who are not member of the general public
  • Keeping records

The following are examples of customer service situations at the Museum.

Information services

These are provided through leaflets and booklets similar to those listed in this resource; by Gallery Assistants on-site, by telephone reception staff, and via our website.

In this way, the Museum helps all our customers access the information they need: whether it's to plan a visit or to make best use of our facilities, services and products.

Support on health and safety

The Museum ensures proper health and safety of all its customers in a number of ways. For example:

  • Providing clear information on our health and safety procedures in writing, verbally and through signage and floor plans
  • Maintaining proper fire and evacuation equipment
  • Providing fire and first aid training
  • Conducting regular risk assessments on Museum work, the buildings and all events
  • Download below our Health and Safety guidelines for visitors using our adult-learning programmes in the lecture theatre (Word, 45KB).

Support with access

This includes providing for physical access (e.g. ramps, lifts, wheelchair turning points, appropriate height of door handles and display cases, size of text on labels) and sensory access (e.g. touch talks for the blind, sign-interpreted talks for the deaf). We support customers with different types and levels of physical access.

It also involves providing for emotional and intellectual access (providing different levels of information for those with learning difficulties to specialist researchers).

Dealing with internal customers

It is important that other members of staff are seen as customers too, and treated with the same levels of service, accountability and helpfulness. The Museum also works hard to exceed the standards set out in the 'equal opportunities' laws and the code of practice for public service workers.

Download below our Customer Charter for internal customers (Word, 46KB). It outlines how the Museum's Operations and Facilities Management Group provides services for Museum staff.

Dealing with customers who not members of the public

The Museum also has to ensure that it is accountable and transparent in how it deals with customers who are not members of the public. The Museum has additional policies and procedures for interviewees, sales people, deliverers and contractors: e.g. 'human resources' procedures for job applications, and individual legal contracts that describe fees, deadlines and responsibilities for contractors such as builders, freelance designers and performers.

Record keeping

Good customer service relies on good information in the form of accurate, retrievable records. The Museum uses different computer software to file and manage customer feedback, accident reports, admission figures and visitor flow. All internal and external Museum documents are now saved using 'TRIM' software, so they can be archived using a Museum-wide filing system. For health and safety and security reasons, all visitors, guests and contractors are issued with an electronic visitor pass.