Customer Service training with a twist of Gloucester's history

2nd April 2010

A clever new training scheme using Gloucester's rich history and ongoing
regeneration to make the serious business of customer service training
relevant and fun for employees was rolled out on 30 March at Blackfriars Priory, Gloucester.

The training course is aimed at those working in retail, tourism and leisure
or for anyone who works with the public and it uses both well-known and
little-known facts and information on Gloucester's history and future plans
as the basis for its course content.

Devised by psychology-based Gloucestershire training company, Opal
Consulting and supported by the GHURC, Gloucester Works and Marketing
Gloucester, the first company to take advantage of the training is Richard
King Hairdressing of Longsmith Street.

Richard has seen as many changes to Gloucester over the years as he has
hairstyles in his city centre hairdressing salon, and considers high quality
staff training essential to his business’s success.

Over the years I've heard Gloucester described in all sorts of ways, not
all of them complimentary, but it's great to see the city being regenerated
and we're looking forward to discovering more about Gloucester's past and
helping to promote the city more positively in the future. Mind you, it
sounds like quite a different take on history to me, funny and a bit
gruesome in places, so I hope our clients will find it entertaining. I'm
sure they'll have a few interesting Gloucester facts of their own to share
with us in return.”

Chris Oldershaw, chief executive of the GHURC, said: “This is an excellent
way for those working in Gloucester to learn more of its history and how the
regeneration is shaping its future, and to share this with their customers.”

The programme was devised by Opal Consulting’s Sue Hosler who has a
background in broadcast TV and multi-media.   She said: “It's all about
making learning accessible. Understanding customer service skills through
discovering what makes Gloucester great will help put the city back on the
map, while improving the job prospects of those who work here. The course
is lively and fun as fascinating historical facts, from serious to seriously
quirky, form the backbone of the training programme.”

Sarah Danson at Gloucester Works, said: “Employers taking part in the
training will sign the Gloucester Works City Commitment, confirming their
belief and commitment to the promotion of Gloucester as the location and
destination we all know it can be. Excellent customer service is the focus
of all successful businesses and this qualification will ensure that
businesses in the city reach their true potential by giving their staff the
skills and knowledge they need to exceed customers expectations.”

Dominic Stevens from Marketing Gloucester, said: Every sales assistant,
tour guide, security guard and hotel receptionist represents the essence of
Gloucester and this will give them excellent conversational material for
engaging visitors to the city as they become ambassadors for Gloucester.”

Workshops are being held in some of the city's most treasured historic
locations including Blackfriars and the recently refurbished St Michael's
Tower, adding to the heritage experience.

With funding from Gloucester Works, plans to expand the training scheme to
reach more city centre businesses are now well underway, with the addition
of a very valuable qualification for all those who take part.

Ten fascinating facts about Gloucester

* Gloucester was built on the street plans devised by a warrior
princess called Ethel. (Well, actually her name was Ethelfleda and she was
King Alfred the Great’s daughter.   He was known for burning the cakes.
She was known as a fearsome warrior who fought off the Vikings and rebuilt
Gloucester after it was abandoned by the Romans)

* Gloucester's new Designer Outlet Centre, which opened last May, is
set to attract 3 million visitors in its first year.

* The Beatles sang at The Regal in Gloucester's King's Square in 1963

* Gloucester's Waterways Museum has been refurbished and visitor
numbers are growing

* In the real story of The Tailor of Gloucester, it wasn't mice but
the tailor's apprentices who got very drunk on a night out and sneaked in to
finish embroidering the waistcoat needed for the mayor on Christmas Morning

* Blackfriars Priory contains the oldest library in the UK, and
probably in Western Europe.

* The Oxbode, from OX body, got its name after an Ox on its way to
market got stuck in what was back in ancient Gloucester an extremely narrow
lane. Legend has it that the butcher was fetched to put the poor animal out
of its misery, because the only way to move it, quite literally, was steak
by steak.

* Remains of Gloucester's Roman Wall run parallel to Brunswick Street
at Greyfriars, as well as running right through the middle of the furniture
store on Southgate Street!   Parts of the wall can also be seen at the City
museum.

* Famous actor Simon Pegg got his first professional acting job doing
a voice over for Gloucester Radio station.

* King's Square was created as a result of a slum clearance in the
early part of the 20th century.   Exciting plans are now underway to enhance
and improve this area, the largest public space in the City.