Sunderland City Library staff can hardly keep quiet about a new training programme which is really giving the service something to shout about.

A training programme in providing high quality advice and guidance, being provided by local training company Access, marks a new chapter in the library's drive to improve customer service.

Skills Advisers from Gateshead based Access are currently helping 10 library staff to perfect their customer service skills through NVQ accredited work based learning and apprenticeship programmes. And there are plans to roll out the programme to all staff, making all of Sunderland City Libraries an even more customer friendly zone.

Denise Shields, Sunderland City Libraries, Library Development and Projects Officer said,

"We have had a really good reaction from our staff about the training. We like to think of it as a natural extension of their job as it gives them the opportunity to give our customers an enhanced service.

We decided to use Access because of its good reputation and from the start the training has gone extremely well."

Increasingly called upon to deliver advice and guidance training to the service sector, Access can also open doors to funding packages to help support the programmes which can extend up to NVQ level 4.

Christine Scott, Operations Director with Access said,

"We are looking forward to helping City of Sunderland Libraries to become a leader in the way it delivers services to its customers. Library staff are called upon to provide advice and guidance on a wide range of topics extending well beyond the traditional book related enquiries. The work based training programmes will enhance and accredit the well developed skills already demonstrated by library staff."

Photo: Geoff Dunn and Sharon Laidler have recently started Advice and Guidance qualifications, pictured with Denise Shields, Development and Projects Officer for Sunderland City Libraries.