To ensure that visitors are at the heart of RTM’s practice, we have agreed a ten-point Customer Charter that aims to deliver excellent customer service and an enjoyable and educational experience for all our visitors. This charter applies to all our visitors – general admissions visitors, booked education groups and special interest groups.
This Customer Charter governs the behaviour of all RTM’s volunteers. Everyone has a role to play in putting our visitors at the heart of what we do.
1. We will give our visitors a warm welcome
When people choose to visit us, we will make it clear we are pleased. We will show we care. All members of RTM volunteers whatever their role, will smile and be friendly, courteous and knowledgeable. RTM volunteers will be identifiable and approachable, and will offer their help.
2. We will meet the basic needs of all our visitors
In our Museum, visitors will have easy access to clean toilets with baby-changing facilities. We will provide a litter-free building, an accessible experience with places to sit and reflect. On the web, we will provide sites that are easy to use.
3. We will make it easy for our visitors to find their way around
In our Museum and on the web, visitors will find well-planned spaces and pages, clear signage and maps, and room names that make sense.
4. We will encourage visitor feedback, listen to it and act on it
We will provide opportunities for visitors to express their points of view. We will use our customer feedback to improve the service we deliver, and practise continuous improvement.
5. We will give our audiences access to our collections and exhibitions
We know that our collection is significant in recording the history of road and rail transport and its relationship to the local community. We will give people access to this, their heritage. We will design our offer, whether in our Museums or on the web, so that we welcome people of all generations and backgrounds. No-one will feel excluded.
6. We will be accurate, reliable and clear
The information we provide in the Museum, on our website, in our publications and in other products will be accurate, reliable and understandable. If we are offering an opinion, we will make this clear.
7. We will make sure that our Museum is a place where visitors can enjoy learning about or recollecting their heritage
We will work to make sure that there are no barriers to a good experience, whether in our Museum or on the web. The museum rooms will be laid out with the visitor in mind. Labels will make sense and be relevant. Our museum will encourage a social experience, in which visitors can talk, interact and share. People learn in different ways and we will recognise this in the way we develop and deliver our experience.
8. We will respect all our audiences for who they are and what they know
We will not patronise or baffle them. In everything we do, such as exhibits, labels, volunteers interactions or websites, we accept that people have different levels of knowledge and interest and we will design what we do to make our offer as accessible as possible. We will ask visitors regularly about their experiences with us and we will apply what we have learned to our work.
9. We will give our visitors choice and control
Visitors need to have some choice on how they navigate through the Museum, and in how they choose to experience an exhibition. We might suggest particular routes, but recognise that some people might want to do things their way.
10. We want all our visitors to have an enjoyable and educational experience with us.
We would like visitors to take away more than memories of an enjoyable visit. We aim to give them a ‘light bulb’ moment and a greater understanding of their heritage.