Training: Customer service, customer care & floor walking
Phone: 07950 408347
"... my job has changed a lot this year and this has helped me to see how I can be better (happier!) at what I'm doing now." Public Library Staff.
"So much to take back to work, to improve how I go about things."Leisure Centre Staff.
"What I have learnt today will help me to improve the way customers think about who we are and what we do."Museum Staff.
"Today made me think again about how it all looks to customers. Plenty of approaches to use straightaway." Public Library Staff.
"The guidance on dealing with difficult customers was particularly helpful. Thank you!" Sports Staff.
"Helpful to look afresh at customer situations, which helped me to get to grips with difficult issues where I work." Theatre Staff.
"Excellent. Practical, Fun, Thank you." Public Library Staff.
are training all of our staff in Customer Care this year, to support
us in delivering a quality service to our customers. There has been
very good feedback from the staff who have attended your training, as
to how appropriate it is, and the engaging way in which the information
Hurst was commissioned to design a one-day training course for Warwickshire
Library Service for a mixture of library and one stop shop staff to
enable them to deliver effective floor-walking and create a customer-focused
result was a number of interactive days with the majority of participants
rating the course as “excellent” or “very good”.
Jerry’s informal presentation was enjoyed by staff who welcomed
the sharing of ideas and group discussions.
training was excellent. Staff now understand our values and expectations
for customer care, and there is increased interaction between the staff
in the 2 teams on the front-line desk.
commissioned Jerry to deliver training on floor walking and customer
engagement as part of a library transformation programme. Jerry worked
closely with us to understand our needs and ensure the training delivered
was what we needed. Jerry's training was lively, practical and motivating
leaving staff across the service feeling energised, engaged and positive
about change. Delivered with flair, honesty and humour, Jerry is an
engaging trainer who always hits the mark.
worked with a team of frontline Library and Information Centre staff
from Kirklees Council delivering floorwalking and customer care training.
Jerry had good background knowledge in this area, which staff appreciated.
He delivered what we asked for, both encouraged and challenged attendees
and staff gave good feedback from the session.
from participants was very strong, and following the course we have
received many comments about the ‘positivity’ of the training
and how motivational it was. People enjoyed the session, and it has
caused us to consider other training requirements of our frontline staff.
flexibility of the course enabled the relevant areas to be covered,
keeping the pace and content relevant to the group. Jerry has an informal
training style that is well-matched to the needs of our service and
that staff respond positively to. The training was high quality, as
usual. Thank you.
has delivered an extensive customer care training programme for Vivacity.
This has encompassed all levels of staff from life guard and customer
assistant to the Chief Executive. The training was tailored to meet
needs of the organisation and Jerry's delivery was spot on - he engaged
extremely well with participants. The training has been well received
by all staff and we have had positive feedback from customers who have
noticed an improvement in the front of house service they have received.
I would not hesitate in using or recommending Jerry for customer service
and customer care training, no matter what the organisation or sector.
Top Qualities? Great Results, Good Value, High Integrity.
us as a management team these customer engagement sessions have been
useful to focus people on how we want to go forward and have brought
everyone to a level playing field, so we can move on. They have provided
a platform for this year’s team plans. Your style is excellent
– approachable, putting people at their ease. Very useful.
Jerry has an established track record of delivering high quality staff training in this field, including large-scale programmes for Vivacity Peterborough - Sports, Leisure, Libraries, Archives, Theatre, Arts, Museum and Heritage Services; Knowsley Libraries; North East Region Libraries Workforce; Cumbria Libraries; Reading Libraries. This training addresses rapidly changing staff roles as we 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 is adaptable to Library, School, Archive, Theatre, Arts, Museum, Heritage, Sports and Leisure settings. The focus can be work with children, teenagers or adults or the full range of service provision.
Training options include:
Areas commonly explored across these training options:
If you need further information, or would like to discuss your training or consultancy requirements, please e mail email@example.com or telephone +44(0)20 8364 6166.
Text and images © Jerry Hurst