Customer care training

Supporting the development or consolidatation of a customer-centred service, through a programme of staff training. This training incorporates real-life situations and tried-and-tested techniques, with a focus on libraries, museums, archives or galleries and is adaptable to a range of situations and staff. Sessions can look at the needs and expectations of the full range of customers or the requirements of particular groups.

Jerry has an established track record of delivering high quality staff training in this field, including large-scale programmes for Cumbria Libraries and Reading Libraries. This training addresses the rapidly changing roles of library, museum, archive or gallery staff as they become more focused upon creative interaction with customers.

As with all of Jerry's training, sessions can be tailored to specific local needs. Jerry is also happy to create new courses.

Training options include:

Creating a customer-centred service: a practical approach. The essentials of customer service and customer care.
Creating a successful library for teenagers: a role for everyone
Creating a welcoming, inspiring library: a whole staff approach
Libraries inspiring young people: a role for everyone

Areas commonly explored across these training options:

Why our service is so important and special
Positive approaches to change
Customers as individuals
Thinking about the service from customers' point of view
Everyone playing their part as an ambassador for the service
Consulting and involving customers and potential customers
Agreeing the common ground
Effective engagement with customers
Being approachable and understanding
Making the service safe
Making the service welcoming
Making the service accessible
Issues of diversity and inclusion
Inspiring customers!
Difficult situations, positive solutions
Action planning

'We’ve had nothing but positive feedback from staff about the customer care training days – everyone genuinely enjoyed the course and took something away from it, even staff who are not always easy to convince. The whole programme was very successful.'
Sue Cochrane, Business Development Manager, Cumbria Library & Archive Services

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Jerry Hurst provides training courses, workshops and seminars for libraries, schools, museums, galleries, archives, youth services and other agencies. The focus can be work with children, teenagers or adults or the full range of service provision.

Training options are adaptable to the client's specific requirements. The content, level, approach and intended learning outcomes are always designed to reflect the client's brief. Jerry is also happy to create new courses to meet specific needs. This approach ensures that outcomes for participants are closely aligned with local service and staff development priorities.

If you need further information, or would like to discuss your training or consultancy requirements, please e mail jerry@jerryhurst.co.uk or telephone +44(0)20 8364 6166.