The Strongest Link Programme

Devised with the Royal Armouries Human Resources Dept. and Head of Operations as a training programme for the Customer Service Department Staff. The objective was to increase the staff members’ confidence and skill in communicating with each other, with all Royal Armouries staff and also with the public, both in formal and informal settings. The Customer Service staff are required to fulfil a wide brief as part of their roles, including tasks varying from cleaning the display cabinets to giving formal talks on objects, from maintaining gallery security to selling guide books and dealing with customer complaints. The training had to reflect all of the different job-skill requirements as well as address the varying levels of ability in each staff group.

Session outline

Trust and Fun
Greeting the Public
Active Listening and Memory Tricks
Talking to Customers
Sharing Expertise
Using a Script and Story Telling
Presenting the Museum