Training: Customer service, customer care & floor walking



Clients' comments

Feedback from training

Consultancy and staff support


Advocacy in action

Behaviour management & conflict resolution

Creating inspirational libraries

Dealing positively with change

Partnership working

Planning, leading, managing - & leading through change

Presentation skills & public speaking, including training the trainer

Reader development

Reading activity workshops

School class visits

School Library self-evaluation

Services for children & young people

Stock selection &


Working with teenagers

e mail

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.

We 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 is delivered.
Bernie McManamon, Operations Support Manager, Richmond upon Thames Libraries.

Jerry 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 environment. The 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.

Jerry was able to engage with staff at all levels and developed a course suitable for both new starters and those who had worked in the library service for numerous years and were already delivering the service through floor-walking. Following each course Jerry provided comprehensive details of staff ideas, suggestions and feedback. Staff were encouraged to think about what they learned which would be most useful in their work and were invited to make three pledges of actions they would take forward as a result of the training.

Jerry also undertook a mystery shop visit to each of our libraries and provided feedback as to improvements required. This was also a useful exercise in terms of planning his courses and making them specific to his findings.
Ayub Khan MBE, Customer Service Manager, Face to Face, Warwickshire County Council

The 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.
Nia Ellis, Customer Services and Academic Engagement Manager, Information Services, Aberystwyth University.

I 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.
Joanne Moulton, Head of Libraries, Archives and Museum. The Royal Borough of Kingston Upon Thames

Jerry 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.
Stephanie Shaw, Customer Service Manager, Kirklees Council Library and Information Centres.

Feedback 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. The 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.
Rob Sanderson, Customer Service Manager,
Wigan Leisure and Culture Trust.

Jerry 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 the diverse 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.
Heather Walton, Library and Customer Services Manager, Vivacity Peterborough Culture and Leisure.

For 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.
Pam Jones, Principal Librarian, Knowsley MBC.


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:

  • The art of practical conflict management
  • Beyond floor walking... Whole-staff engagement in customer-centred service delivery
  • 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
  • Effective floor walking and and creating a customer-centred serviceomercentred service
  • Libraries inspiring young people: a role for everyone

Photograph. LibraryPhotograph. LibraryPhotograph. Library

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

If you need further information, or would like to discuss your training or consultancy requirements, please e mail or phone 07950 408347.

Photograph of participant in trainingPhotograph of participants in trainingPhotograph of library user

Text and images © Jerry Hurst