Customer Care – Learning from others and how to succeed [Event Ref. No. TG2/CC]

Customer care has always been a high priority for library staff and will continue to be so. This half day event gives us the opportunity to see how other academic libraries and a commercial service within an academic institution deal with customer care and the implementation of standards / benchmarking in their institution.

This event is aimed at any member of library staff or information professional who is involved in the provision of library services as part of their role or who are interested in the aspect of learning more about customer care standards and benchmarking.

Jo Aitkins from the University of Leicester (David Wilson Library) will be speaking about the requirements of the Customer Service Excellence award and the experience at her institution focusing on the Library. As Head of Public Services for the University of Leicester Library, Jo is part of the senior management team and has responsibility for Lending and Enquiry Services, Collections Management including shelving, the study environment and also Quality and User feedback. Jo was project lead for the award which was achieved in November 2010 and the Library has subsequently successfully passed the first annual review in November 2011.

Claire Jeffery from Oxford Brookes University will be speaking about Investors in People and the experience of this at her institution focusing on the Library. Claire Jeffery is Head of Learning Resources for the two smaller campuses of Oxford Brookes University and is responsible for HR and staff development across the whole Directorate. She is a member of the University’s Investors in People Steering Group and the operational lead for Learning Resources. Oxford Brookes University as an institution achieved the IiP Gold Award in February 2011.

Becky Manning from Imperial College Commercial Services will be speaking about their experience of Customer First and how they have implemented it across the business. Becky Manning is Head of Special Projects for Commercial Services at Imperial College London. Working in this role for a year and a half she is responsible for the Project Management and delivery of divisional projects and for the departmental strategy and vision – previously Becky worked for three years on the Graduate Management Training Scheme at the College.

Programme:

1.30 – .2.00 – Arrival and coffee

2.00 – 2.15 – Welcome and introduction

2.15 – 2.45 – ‘Customer Service Excellence – winning the award – the experiences of the University of Leicester Library’ Jo Aitkins (University of Leicester)

2.45 – 3.15 – ‘Going for gold: a case study of Investors in People at Oxford Brookes University’ Claire Jeffery (Oxford Brookes University)

3.15 – 3.30 – Coffee break

3.30 – 4.15 – ‘Imperial College London, Commercial Services: Putting the Customer First’ Becky Manning (Imperial College Commercial Services)

4.15 – 4.45 – Plenary review and Q & A session.

Venue: The Hardy Room at the London Mathematical Society, 57-58 Russell Square, London WC1B 4HS; Website: www.lms.ac.uk

Please note that there are limited places available for this event.

To book a place please use our online booking form or email the administrator via cpd25@lse.ac.uk

Cost: £45 for cpd25 members and £65 for other institutions.

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.