Examples of customer service at the Museum

Essential information

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

Examples of customer service at the Museum

Examples of general customer service at the Museum

Customer service is an important part of the Museum. Some examples are below.

Audio guides

Audio guides with commentaries in different languages and different levels of complexity are a key customer service for people who are put off by lots of text.

They are also useful for visitors who have learning difficulties or if English is their second language.

Keypads allow visitors to choose the objects they want to find out about.

Floor plans

The size of the Museum means that visitors need some help in finding their way around the various galleries and customer facilities such as lifts, toilets, baby changing areas and places to eat.

Free full-colour illustrated floor plans are given to visitors on arrival at the National Maritime Museum, the Queen's House and the Royal Observatory. The floor plans help visitors plan their visit and include highlights of the Museum and directions back to central London.

More detailed souvenir books about the Museum's collections are available. You can see the online floor plans in the Visit the museum section of the website.

Food and drink

The Museum has two cafes in the main Museum, and one at the Royal Observatory, serving hot and cold food and drinks. There are toilets and washrooms near all these locations.

Providing food and drink is not only good customer service – it also generates income for the Museum.

See also the Museum's Food & drink page.

Guided tours

The Museum provides free tours of the Queen's House to add to the visitor's experience. They are held twice daily on weekdays and are suitable for all age groups.

They focus on the history and architecture of the House and its connections with Greenwich.

Feedback shows that visitors value the opportunity to ask our knowledgeable staff questions about the House and its surroundings.

Interactive displays

Interactive displays such as touch objects and hands-on features encourage visitors to get actively involved. They are fun for all the family and are designed to engage all the senses. This creates a powerful, memorable experience. Many people learn by doing or reacting to things rather than by reading.


Good customer service is a matter of common sense and simply involves putting yourself in the shoes of your customers.

Seating in the grounds and the galleries provide a resting place for everyone including the elderly, people with mobility problems and parents with young children.

They also allow people to relax and enjoy the beautiful views and objects.

Timed ticketing

Timed ticketing is used to control visitor flow and maintain a satisfactory environment. Tickets for major exhibitions can be pre-booked online or by telephone or bought at the admissions desk.

The tickets regulate the number of visitors in the gallery and reduce queuing. This enhances the experience but also maintains the safety of visitors should an emergency occur.