Hurst Training Courses
work with readers and learners of all ages, interests and abilities
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
Joanne Moulton, Head of Libraries, Archives and Museum.
The Royal Borough of Kingston Upon Thames.
delivers bespoke, on-site training in each of the following broad
Advocacy in action; Behaviour & conflict management;
Change management; Creating inspirational libraries; Cultural
transformation; Customer service and customer care, including
mystery shopping, in support of training and / or consultancy;
Dealing positively with change; Effective floor walking and creating
a customer-centred library; Leading, managing & supporting
staff, including volunteers; Outcomes-based service planning,
delivery & evaluation; Partnership working; Presentation skills
& public speaking; Reader development, including reading groups;
School class visits; School library self-evaluation; Service promotion,
including the promotion of children’s & young people’s
library services; Storytelling; Training-the-trainer; Transformational
leadership; Whole-school reading for pleasure; Working with children
& young people.
is provided on-site, and many courses are available in short modules.
Jerry is also available for workshops and seminars focusing on
any, or combinations of these areas.
training, adaptable to client requirements:
Through Change. Supporting staff:
to be in the best possible position to move successfully into
a new structure
think about what each of us wants, where we might fit and
what we can bring to the new service
recognise – and celebrate all the things we are good
at, that will be so valuable throughout the process of change
understand what a Personal Development Plan (PDP) is and why
it is so important
understand what goes in a PDP
be confident, or more confident in dealing with change
understand what customers will expect of us as we move into
new ways of working
be confident, or more confident in applying for a job
to explore tried-and-tested ways to produce a strong job application
to be confident, or more confident in job interviews
to explore tried-and-tested ways to succeed in job interviews
have worked with Jerry for many years, off and on, and the latest
piece of work (Success through Change) - equipping nearly 300
staff at all levels for a major change programme - has once again
demonstrated his real skills and abilities. Need I say more than
the fact of 100% of the evaluation forms rated Jerry as good or
David Murray, Programme Lead, Customer Services Integration, Haringey
Excellence. Here, we explore:
How and why our services and our roles have changed & the
exciting new opportunities to engage with customers
nature, range and value of the services we deliver
we mean by service ‘excellence’
perceptions of our services, service excellence… and us
to deliver the very best impression of ourselves and of our
journey mapping as a tool to understand customers and improve
tried-and-tested approaches to making the customer experience
as positive as it can be
need to positively embrace change… turning ‘fears’
to positive opportunities
tried-and-tested approaches to dealing positively with change
were really pleased to welcome Jerry Hurst back to our partnership
– this time, for Delivering Excellence. His training
is always well-received, thought-provoking and challenging, and
is delivered at a pace that allows time for group discussion and
personal reflection. We would be delighted to see him again."
Ian Cockrill, LRC Manager, Gower College Swansea, on behalf of
South West and Mid Wales Regional Library Partnership (Carmarthenshire,
Ceredigion, Neath Port Talbot, Pembrokeshire, Powys, Swansea Library
Services, across all Library Sectors).
more information about Jerry's training, please see below or select
from the options on the left of this page.
support clients through these times of change, and as we strive
to make limited resources stretch further, Jerry is offering his
range of high quality, tried and tested services at very significantly
reduced rates. This includes:
Training, worksops and seminars.
• Delivery of programmes and one-off projects.
• Front-line staff support.
• Strategic or hands-on consultancy.
work is geared towards helping clients in the process of service
and staff development - supporting staff, including volunteers,
during these challenging times. In particular, his training specifically
addresses practical issues resulting from restructuring and changes
in staff roles, focusing on developing staff confidence, skills
contributes to work with children, their parents and carers, teenagers
or adults and to programmes covering the full range of service
provision. He has worked with more than one hundred clients, most
commissioning further work. Many
courses are adaptable to Library, School, Archive, Theatre, Arts,
Museum, Heritage, Customer Service, Sports and Leisure settings
Jerry is more than happy to create new training courses to meet
content, level, approach and intended learning outcomes are always
designed to reflect the client's brief. This approach ensures
that outcomes for participants are closely aligned with local
service and staff development priorities.
courses are very practical and participative and they are rooted
in the reality of service delivery. Because of this, the theory
is always underpinned by ideas for practical implementation. Comprehensive
support materials are provided for every session.
training venue needs to be large enough to allow participants
to split into groups and there is usually a need for access to
a data projector and screen, flipchart, paper and pens.
Here is further recent client feedback. For a wide range of client
testimonials, go to Clients' comments.
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.
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
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
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
Rob Sanderson, Customer Service Manager, Wigan
Leisure and Culture Trust.
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.
worked with a team of frontline Library and Information Centre
staff from Kirklees Council delivering floor walking 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, Library and Information Centre, Kirklees Council.
is a very knowledgeable trainer as well as being extremely enthusiastic.
His passion for the subject is palpable and the course participants
pick up on it early in the day. The strategies and knowledge that
Jerry delivers are practical and easily implemented but can have
huge impacts on service delivery as well as lifting staff morale.
qualities? Great Results, Expert, Good Value.
Annie Thompson, Principal Officer - Customer Services, Dumfries
and Galloway Council.
training was interactive, lively and engaging. It was exactly
what was required for our museum and library staff, left staff
buzzing and many are still commenting on it weeks later. The session
was a mixture of different materials and approaches suitable for
different learning styles. Thank you very much for a wonderful
day. It’s been some time since I attended such an inspirational
and engaging training day! Brilliant!
Victoria Crump, Community Engagement Area Co-ordinator, Culture
& Adult Education, Lincolnshire County Council.
can highly recommend Jerry to any school; he will entertain you,
inspire you but, most of all, he will give you great ideas on
how to improve and extend reading opportunities for pupils both
at school and at home.
Shirley Drummond, Teacher at Cadogan House, Royal Masonic School
more information about Jerry's delivery of programmes and one-off
projects, front-line staff support and strategic or hands-on consultancy,
please just go to Click here.
see what clients have said about Jerry's staff training
and consultancy, click here.
see what participants have said about Jerry's training,
you need further information, or would like to discuss your requirements,
please e mail email@example.com or telephone +44(0)20 8364
Text and images © Jerry Hurst