To develop and improve the delivery of a world class visitor experience in a safe, welcoming and informative manner while adhering to best practice in the conservation of the Cliffs of Moher, their environs and their heritage. To be efficient and effective and to ensure that our customers are cared for within a friendly environment by professional staff who take pride in their work place and the service they deliver. During the course of our efforts we will promote the County Clare tourist product for the economic and social benefit of the local and broader community.
The Cliffs of Moher Visitor Experience mission and values form the basis of our Standards of Conduct and Professional Behaviour. Each employee must make a commitment to understand and work by these values every day.
Our standards of customer service, company integrity and technical expertise have contributed greatly to the success and growth of the organisation.
By accepting responsibility for ones own actions and personal integrity, each staff member plays a valuable role in the organisation’s continued growth.
If you call to see us …
We will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
If appropriate, we will aim to provide private meeting rooms to discuss your query.
We aim to answer your question fully. If we cannot do this we will arrange to phone you, or write to you if you prefer.
We will ensure that our site complies with occupational health and safety standards.
We will ensure that our site is accessible for people with disabilities.
If you telephone us ….
Our staff will answer your telephone enquiries promptly and politely.
We aim to answer your telephone calls within an overall average of 10 seconds.
We will give our name and the business name.
We aim to answer your questions straight away. If we cannot do so, we promise to take your details and tell you when you can expect to hear from us again.
If you write to us …
We aim to respond to your query in clear plain language within 10 working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply.
If your correspondence relates to a matter that comes within the remit of another organisation, we will inform you accordingly.
You have the right to complain if the standard of service you receive falls short of what is set out in this Customer Charter. Complaints should be addressed, in the first instance, to the relevant individual or department on site that you have been dealing with. If it is not resolved to your satisfaction the complaint should be referred to the Duty Manager and if still not satisfied you will be directed to the Director. Complaints are logged and the Complaint Log is reviewed by senior management regularly.
You can help us by ….
Quoting reference numbers & dates when writing to us about an existing query.
Providing a daytime telephone number or e-mail address in your correspondence if available.
Treating our staff in the way that you would like to be treated yourself.
The Cliffs of Moher Visitor Experience team is committed to consulting with our customers and evaluating our services.
- Providing comments, complaints or suggestions regarding the service you receive.
- Completing and returning any customer survey forms that we may send you.
If you want to forward a suggestion on how we could improve our service to you, please e-mail firstname.lastname@example.org or send your suggestion directly to Customer Services, Cliffs of Moher Visitor Experience, Cliffs of Moher, Co. Clare. Ireland.
We will be available to answer telephone calls during working hours from Monday to Sunday (minimum hours 9am to 5pm, although these will increase in the summer season). If we cannot deal immediately with a telephone query we will take details and call back at an agreed time.
We will acknowledge all written communications within ten days of receipt and where possible provide a substantive response within twenty days of receipt. The acknowledgement will state the period required to provide a response if it is outside the twenty day period. All correspondence will provide full contact and reference details.
We will acknowledge all electronic communications within ten days of receipt and where possible provide a substantive response within twenty days of receipt. The acknowledgement will state the period required to provide a response if it is outside the twenty day period. All correspondence will provide full contact and reference details.
Designated disabled parking spaces are provided in the main car park (8 spaces) and in the coach parking area (5 spaces) beside the visitor centre. Wheelchairs are available for use from three different areas on site:
- The Car park office.
- The South Kiosk on entry to the site.
- The visitor centre Front Desk (inside the building).
Hearing aid amplifiers (Induction Loops) are in place at the Front Desk, the Ledge Theatre, the Help Desk area and the Gift Shop.
The visitor centre is entirely wheelchair accessible and disabled access to the cliffs can be accessed from three different exits on to pathways provided. Counter heights at the Front Desk have been staggered to allow ease of access for wheelchair users. Different tactile surfaces on the floor have been provided at the start and end of ramps, at the start of stairwells and at platforms on the ramp where two routes exist.
While the natural terrain makes it difficult to provide full independent access to all areas outdoors, specifically elevated views at the Hags Head side and O’Brien’s Tower and the new cliffs edge works have sought to provide a reasonable level of access to the outdoor experience. Access is readily available from both the ground and first floor levels of the building as well as from the main concourse to the picnic area and cliff edge. Coin operated telescopes, including an accessible reduced height version, on the viewing areas provide a commentary in a variety of languages.
As above the access to more elevated views at the Hags Head side and O’Briens Tower is made challenging by the natural terrain. A hard surfaced wheeled access path is provided to these areas but the path has sections where gradients imposed by the natural gradient of the terrain exceed the levels required for wheelchair access. Visitors may wish to use these paths with assistance at their own risk.
Access of a chauffeured golf buggy may be made available to disabled and elderly visitors to give more access to areas the site. This is subject to availability. However, please note that the golf buggy is a utility vehicle and may not always be available. The centre is currently seeking funding to acquire a dedicated vehicle for this purpose.
As an organisation we are responsible for the operation, management and promotion of the Cliffs of Moher Visitor Centre which is owned by Clare County Council. As such we hold a variety of classes of records including the following:
- Customer files for individual visitors or tour & coach operator customers
- Supplier files
- Accounts data for financial activity
- Correspondence with customers, suppliers, employees and members of the public
- Minutes and notes of meetings and calls
- CCTV footage used for security, health & safety and operational purposes
- Quantitative and statistical data in relation to visitor numbers, movements and demographics
- Qualitative data in relation to customer feedback and experience
- Employee records
- Regulatory records in relation of health & safety, HACCP and environmental requirements