Natasha Nardell: Speaking at Family Attraction Expo

Natasha Nardell

The Royal Household – Buckingham Palace

Consistently magnificent customer service in a 24/7 operation; can it be done?

About Natasha Nardell

As the Head of Visitor Experience for Shakespeare''s Globe, I have the enviable task of ensuring my teams and I deliver memorable experiences, cultivate curiosities and harness the power of Shakespeare and his contemporaries across the theatres, the exhibition and the extensive guided tour offering.

I am also an experienced senior manager with leadership of the visitor experience for The Royal Household at Buckingham Palace, a globally recognised brand with the highest expectations of a five-star service. With a background driving performance improvements, building strong, beneficial internal and external relationships and championing visitor experience at strategic level in a complex, multi-site context that incorporates culture, heritage and working palace.

Customer service can make or break a visit to an attraction or leisure site, so how do we ensure that our frontline teams deliver consistently superb service? I have recruited, trained and managed over 400 people at Buckingham Palace, where only the best is good enough, who deliver this superb service each and every day. I''d like to share the journey we went on together, and the lessons that I have taken from it, focussing primarily on robust recruitment strategies, in-depth and knowledgeable training and open two way communication channels.

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