Presentation for Customer Service Excellence Cross-Sectional Oct/2017

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The document discusses a cross-sectional workshop in October/November 2017 about customer service excellence at a university library. It covers what customer service excellence is, why it is important, how the library obtained an award for it in 2016, and how all staff can contribute to maintaining the standard through various customer-facing activities and feedback mechanisms. The library will undergo a compliance visit in December 2017 to ensure continuous improvement.

Customer Service Excellence
Cross-sectional workshop Oct/Nov 2017

@nclroblib
University Library
Explore the possibilities
Customer Service Excellence
July cross-sectional
• What?
• Why?
• How?
• What’s it to do with me?!
• Customer service – what’s good?

@nclroblib
University Library
Explore the possibilities
Customer Service Excellence- What?
• CSE – UK national standard
• Full compliance with 7 ‘Compliance plus’ awarded December 2016
• Award lasts for 3 years

@nclroblib
University Library
Explore the possibilities
What do we need to do to get CSE?
• Simple – just demonstrate what an excellent customer
service we have.
• Lots of evidence!

@nclroblib
University Library
Explore the possibilities

@nclroblib
University Library
Explore the
possibilities
Your part in our success
0 5 10 15 20 25 30
Cross cultural interactions e.g. Welcome Host
Open days
Staff FAQs
Welcome week
MRLR consultation
Marketing team
CSE prep
Clean & Quiet
Objective setting
Investors In People
Employee participation

@nclroblib
University Library
Explore the
possibilities
Your part in our success
0 5 10 15 20 25 30
Special Collections e.g. Reading Room
Education Outreach e.g. School visits
Rainy Day Reads
Benchmarking e.g. Reading Lists, Research Support
Friends of the Library
Working with the Wider Community

@nclroblib
University Library
Explore the
possibilities
Your part in our success
0 5 10 15 20 25
User Consultation on MRLR
TUWYT
Focus Groups
Print Services Feedback Wall
Feedback from Faculties
RefAnalytics
Online Services Review
Open Access Roadshows
Student Feedback on LibGuides
Library Help
Mystery Shopping
Social Media
Customer Insight

@nclroblib
University Library
Explore the
possibilities
July cross-sectional online
Staff Development Toolkit

@nclroblib
University Library
Explore the
possibilities
What next?
December 5th continual compliance visit
• Short reports on ‘Areas for continuous improvement’ eg Apps,
Chat and UX

@nclroblib
University Library
Explore the
possibilities
Wow him with Walton!

@nclroblib
University Library
Explore the
possibilities
Stun him with YourSpace!

@nclroblib
University Library
Explore the
possibilities
Customer Services Group
• Angela Bridgett
• Anne Archer
• Anne Middleton
• Carmel Heslop
• Carol Bevan
• Elizabeth Oddy
• Ian Johnson
• Jenny Campbell
• Julie Brett
• Laura Fisher
• Louise Turnbull
• Marian Rixham
• Mark Callan
• Melanie Wood
• Olga Rudyk
• Scott Bradley

This document announces a cross-sectional workshop at the University Library exploring customer service excellence. The workshop will cover what customer service excellence means, why it is important, and how it can be achieved. It will also address how customer service relates to those attending and what constitutes good customer service. Evidence of the library's customer service will need to be demonstrated to achieve accreditation, which is evaluated every three years. The workshop schedules presenters from the Customer Services Group and will cover customer insight, organizational culture, access to information and delivery related to customer service excellence standards.

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Presentation for Customer Service Excellence Cross-Sectional Oct/2017

1. Customer Service Excellence Cross-sectional workshop Oct/Nov 2017

2. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good?

3. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good?

4. @nclroblib University Library Explore the possibilities Customer Service Excellence- What? • CSE – UK national standard • Full compliance with 7 ‘Compliance plus’ awarded December 2016 • Award lasts for 3 years

5. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good?

6. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good?

7. @nclroblib University Library Explore the possibilities What do we need to do to get CSE? • Simple – just demonstrate what an excellent customer service we have. • Lots of evidence!

8. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good?

9. @nclroblib University Library Explore the possibilities

10. @nclroblib University Library Explore the possibilities Your part in our success 0 5 10 15 20 25 30 Cross cultural interactions e.g. Welcome Host Open days Staff FAQs Welcome week MRLR consultation Marketing team CSE prep Clean & Quiet Objective setting Investors In People Employee participation

11. @nclroblib University Library Explore the possibilities Your part in our success 0 5 10 15 20 25 30 Special Collections e.g. Reading Room Education Outreach e.g. School visits Rainy Day Reads Benchmarking e.g. Reading Lists, Research Support Friends of the Library Working with the Wider Community

12. @nclroblib University Library Explore the possibilities Your part in our success 0 5 10 15 20 25 User Consultation on MRLR TUWYT Focus Groups Print Services Feedback Wall Feedback from Faculties RefAnalytics Online Services Review Open Access Roadshows Student Feedback on LibGuides Library Help Mystery Shopping Social Media Customer Insight

13. @nclroblib University Library Explore the possibilities Customer Service Excellence July cross-sectional • What? • Why? • How? • What’s it to do with me?! • Customer service – what’s good? Or bad?!

14. @nclroblib University Library Explore the possibilities July cross-sectional online Staff Development Toolkit

15. @nclroblib University Library Explore the possibilities What next? December 5th continual compliance visit • Short reports on ‘Areas for continuous improvement’ eg Apps, Chat and UX

16. @nclroblib University Library Explore the possibilities Wow him with Walton!

17. @nclroblib University Library Explore the possibilities Stun him with YourSpace!

18. @nclroblib University Library Explore the possibilities Customer Services Group • Angela Bridgett • Anne Archer • Anne Middleton • Carmel Heslop • Carol Bevan • Elizabeth Oddy • Ian Johnson • Jenny Campbell • Julie Brett • Laura Fisher • Louise Turnbull • Marian Rixham • Mark Callan • Melanie Wood • Olga Rudyk • Scott Bradley

19. @nclroblib University Library Explore the possibilities

Editor's Notes

Customer Service Excellence is the UK national standard for customer service delivery. The Library has held the standard since 1995 from its original incarnation as the Charter Mark to its recent Customer Service Excellence reaccreditation in 2016. It illustrates our dedication to delivering a friendly, professional and efficient service to all our customers and putting you at the heart of everything we do (as it says in our Library Values and Operating Principals)
Why? Well we all want to deliver a good customer service. Do we need an award to do that? We could I’m sure deliver a good service without the award but the process of applying provides us with a framework to help us continual improve. The Customer Services group has representation from teams across the library and we do try to use the CSE framework to help us improve. Its not just about getting the certificate but about helping us work together to improve our processes to deliver a better service for all our customers. Its also nice to get the recognition for all library staff and we do recognise that everyone has a part to play. No matter team we are in across the Library we all share the same goal of delivering an excellent service and in July we saw a Powerpoint of many of the compliments that our varied customers have given us.
Library value
Padlet Videos Quiz Thanks to Elli and Jon
Workshops for ideas but a lot of tracking stuff down…

Presentation for Customer Service Excellence Cross-Sectional Oct/2017

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Editor's Notes