Inspiring and involving staff

'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.

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Equip staff with essential techniques for positive engagement with customers at a time of rapidly changing roles for both staff and service.
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.