Customer Service Training and Guest Engagement for the Leisure and Attractions Industry

Enhancing Experiences and Maximising Income

Designed Around You

We don’t believe in one-size-fits-all training. Every business has its own culture, values, and goals — so we tailor our training to reflect yours. The result? Training that feels relevant, practical, and easy to put into action.

Our Experience

With years of experience supporting theme parks, zoos, aquariums, museums, attractions, and leisure businesses, we understand what truly makes a difference. We’ve seen how the right training not only lifts performance but transforms the guest experience.

The Impact

From customer engagement and service excellence to leadership and teamwork, our courses are proven to

Unlock potential within your teams

Create memorable guest experiences

Raise standards and consistency

Boost confidence and motivation

We have great feedback from our on-site guest surveys which have shown a marked improvement in both customer satisfaction scores and value for money ratings, while also prompting a 93% recommendation score from guests leaving the attraction. Our retail team learnt that getting out from behind the desk was an integral part of selling. The cafe team now understand that every customer is potentially a regular and they are employing the up-selling skills learnt during the training to entice greater spend while presenting a relaxed comfortable experience.

Mike Speight

Manager, Oxford Castle Unlocked, Continuum Group

The training has really helped us with our KPI’s this summer, we have seen a marked and impressive increase in secondary spend across the guidebooks, walk in experiences and retail.

Tom Kitt

FOH Manager, Blackpool SEA LIFE, Merlin Entertainments

Following the training our Easter Weekend saw a 40% increase in on-site sales, compared to the previous year.

Stuart Tilt

Site Manager, Forest Holidays

The skills and techniques taught during the CREW training sessions gave our staff the knowledge, confidence and techniques to upsell, and as a result, ticket sales for our Summer events have significantly increased.

Louise Millington

Manager of Legal and Executive Support, Yorkshire Wildlife Park

We have seen an 80% increase in service usage since CREW training.

Mary Gordon

Employability Service, Nottingham Trent University

A key part of the project was a culture change for our staff. Staff came away with increased confidence, excited and keen to put the ideas they had learnt into practice. Amazingly, we saw 250-450% increases in footfall across the libraries involved… I am so proud of my team.

Amanda MacDonald

Service Manager, Plymouth Libraries

Since the training our team have just gone from strength to strength, over the spring break and Easter holiday the team have smashed it with record income figures in admissions, retail and culinary (25-45% increases on previous year). Also, our surveys are showing amazing results, with 94% of visitors receiving friendly interactions and 93% feeling they tailored the visit to their specific needs and interests.

LynnLee Schmidt

Director of Communications, Tanganyika Wildlife Park, USA

The ConsComm CREW training courses have changed our approach to working with guests across all departments. By learning innovative techniques to engage visitors in conservation and animal welfare, we are changing the guest experience in a way that has a positive impact for them and for our mission of saving animals. We look foNorth Carolina Zoord to hosting additional courses at Utah’s Hogle Zoo this spring.

Steve Burns

President and CEO, Utah’s Hogle Zoo

I have worked with CREW over the last five years both as Director of Conservation and Communication at the National Marine Aquarium and latterly as Director at the Shark Trust. When we engaged CREW at the National Martine Aquarium we had a good team and some innovative programs to engage our guests. We thought we had a great product. However, working in partnership with CREW we revolutionised how the team worked, how they interacted with guests and how they planned and delivered the program. The results have been spectacular, the quality of the offer is far superior and continual change and improvement is driven from within the team. The CREW team are now revolutionising our public engagement programme at the Shark Trust and we now have a committed, inspired and driven team of Shark Trust Ambassadors, interacting with the public all over the region. Most excitingly we are now starting to develop a virtual engagement offer that will markedly increase our reach and enable us to really connect our content with our global audience.

Paul Cox

Managing Director, The Shark Trust

The CREW training profoundly changed the way we interact with our guests; which in turn provides our important conservation messages and ultimately changes the world! We walked away with a new outlook on our guest interactions, our conservation messages, and how we do business. We NEVER wanted the workshop to end!

Sal DaBiero

Chair of the Virginia Aquarium Foundation, USA.

As a food and beverage operations manager, this course was so valuable for me to see how our goals can align with the Zoo’s perspective. It was really helpful to see how we can incorporate conservation and engagement in our role. With my staff reaching all areas of the park, it was very encouraging to learn ways to help the zoo and my team to reach a new understanding and commitment to our zoo and their most important topics.

Chloe Olsen

Culinary Manager, SSA, Utah’s Hogle Zoo.

Chloe Olsen

Culinary Manager, SSA, Utah’s Hogle Zoo.

CREW Training was an incredibly worthwhile journey for the Dublin Zoo Discovery and Learning Team. Adam worked closely with us to design a programme that would benefit our educators, events team and volunteers in all aspects of their public engagement activities. The initial results are much more confident individuals who have gained effective skills in public engagement. The training has really supported us as a team to take a consistent approach to engaging our visitors and I anticipate the long-term results to feature even more positive reviews from visitors to Dublin Zoo”

Aileen Tennant

Discovery and Learning Manager, Dublin Zoo, Ireland

Our guests are so much happier when our team actively approach our guests and use the CREW skills to enhance their visit; when the team engage and tell our stories we see a 20% increase in guests who think our admission price is “Great Value

LynnLee Schmidt

Director of Communications, Tanganyika Wildlife Park, USA

Together, we help your people go the extra mile — every guest, every time.

Customer Service Training and Guest Engagement for the Leisure and Attractions Industry

Enhancing Experiences and Maximising Income

Designed Around You

Our Experience

The Impact

Unlock potential within your teams

Create memorable guest experiences

Raise standards and consistency

Boost confidence and motivation

Together, we help your people go the extra mile — every guest, every time.

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