![]() |
Training: Customer service |
||||
| 'Jerry delivered regional training for frontline library staff, to cover changing staff roles and challenges in giving excellent customer service. He was very flexible over the three days and remained within the remit of the training brief whilst adapting the sessions as he went along. Jerry's training is relaxed and informal. He achieved exactly the style we wanted – encouraging people to speak up and challenging current thinking. Jerry encouraged open discussion rather than heads down and writing from the groups. Organising regional training can be quite daunting but Jerry was very responsive and ‘can do’ from the start – I found that I didn’t need to worry about the content of the course as he understood the challenges already and his library background gave him a depth of knowledge / understanding. Jerry is knowledgeable and passionate about the subjects he covers in his training – this came across through his observations and humour. I enjoyed working with Jerry and would certainly seek out his expertise again.' Jayne Halliday, Senior Library Manager, Hartlepool Libraries, on behalf of North East Region Libraries Workforce Development Group (Darlington, Durham, Hartlepool, Middlesbrough, Newcastle, Northumberland, North Tyneside, Redcar, South Tyneside and Stockton). 'Today made me think again about how it all looks to customers. Plenty of approaches to use straightaway.' Public Library Staff. *** Equip
staff with essential techniques for positive engagement with customers
at a time of rapidly changing roles for both staff and service. 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:
Areas commonly explored across these training options:
'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.' *** 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. ![]() ![]()
Text and images © Jerry Hurst |
|||||