Customer Service Excellence
The Library first received the CSE award in July 2011. Of the 57 detailed criteria, the Library was considered to be Compliance Plus in 5 elements, where we had performed in an innovative, market leading way.
Our assessor, David Melton, stated in his report:
“The commitment of the management team, and the whole staff, to deliver the best possible service to all users is totally apparent. The continuing amount of customer-led improvements is impressive... and that customer service is at the heart of everything they do.”
The Customer Service Excellence standard aims to make a tangible difference to service users by encouraging provider organisations to focus on their individual needs and preferences.
Effectively identifying your customers, consulting them in a meaningful way and efficiently measuring the outcomes of your service are a vital part of this approach. It's not just about being able to collect information; it's about having the ability to use that information.
The Culture of the Organisation
It is challenging for an organisation to build and foster a truly customer focused culture. To cultivate and embed this there must be a commitment to it throughout an organisation, from the strategic leader to the front-line staff.
Information and Access
Customers value accurate and comprehensive information that is delivered or available through the most appropriate channel for them. Putting your customer first can be an important step towards providing effective communications.
How you achieve your business aims, the outcomes for your customers and how problems are managed can determine your organisation's success. Listening to your customers views about the service provided can be just as important as achieving key performance targets. Comments, feedback and complaints from customers can help you to make vital adjustments to the way your organisation runs which can support better delivery.
Timeliness and Quality of Service
The promptness of initial contact and keeping to agreed timescales is crucial to your customers satisfaction. However, speed can be achieved at the expense of quality. Therefore, the issue of timeliness has to be combined with quality of service to ensure the best possible result for customers.
The Library is committed to maintaining our high standards and our Customer Services Group will continue to monitor our standards throughout the year in time for our annual reassessment and would urge all users to leave feedback on our services to help us achieve this.
Update October 2012
The Library was successfully reaccredited for another 12 months, acheiving full compliance in all 57 criteria.
In his report, our assessor, Neil Potentier stated:
"Front-line service delivery remains of a high standard with the most recent results of Key Performance Indicators confirming this. In addition, the practice of managers standing in on frontline duties has built a greater understanding and appreciation of the role and has led to empathy and support with any key issues."
The Library would like to thank the users and partners of the Library throughout the University who took time to take part in focus groups to help our assessor reach this conclusion and we will work hard to ensure another positive result in our next reappraisal in 12 months time.