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UID:457@m25lib.org.uk
DTSTART;TZID=Europe/London:20120210T164500
DTEND;TZID=Europe/London:20120210T164500
DTSTAMP:20170315T114936Z
URL:https://www.m25lib.org.uk/events/customer-care-learning-from-others-an
 d-how-to-succeed-event-ref-no-tg2cc/
SUMMARY:Customer Care – Learning from others and how to succeed [Event Re
 f. No. TG2/CC]
DESCRIPTION: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 aca
 demic institution deal with customer care and the implementation of standa
 rds / benchmarking in their institution.\n\nThis event is aimed at any mem
 ber of library staff or information professional who is involved in the pr
 ovision of library services as part of their role or who are interested in
  the aspect of learning more about customer care standards and benchmarkin
 g.\n\nJo Aitkins from the University of Leicester (David Wilson Library) w
 ill be speaking about the requirements of the Customer Service Excellence 
 award and the experience at her institution focusing on the Library. As He
 ad of Public Services for the University of Leicester Library\, Jo is part
  of the senior management team and has responsibility for Lending and Enqu
 iry Services\, Collections Management including shelving\, the study envir
 onment and also Quality and User feedback. Jo was project lead for the awa
 rd  which was achieved in November 2010 and the Library has subsequently s
 uccessfully passed the first annual review in November 2011.\n\nClaire Jef
 fery from Oxford Brookes University will be speaking about Investors in Pe
 ople and the experience of this at her institution focusing on the Library
 . Claire Jeffery is Head of Learning Resources for the two smaller campuse
 s of Oxford Brookes University and is responsible for HR and staff develop
 ment across the whole Directorate.  She is a member of the University's In
 vestors in People Steering Group and the operational lead for Learning Res
 ources.  Oxford Brookes University as an institution achieved the IiP Gold
  Award in February 2011.\n\nBecky Manning from Imperial College Commercial
  Services will be speaking about their experience of Customer First and ho
 w they have implemented it across the business. Becky Manning is Head of S
 pecial Projects for Commercial Services at Imperial College London. Workin
 g in this role for a year and a half she is responsible for the Project Ma
 nagement and delivery of divisional projects and for the departmental stra
 tegy and vision – previously Becky worked for three years on the Graduat
 e Management Training Scheme at the College. \n\nProgramme:\n\n1.30 - .2.0
 0 – Arrival and coffee\n\n2.00 – 2.15 – Welcome and introduction\n\n
 2.15 – 2.45 – 'Customer Service Excellence - winning the award - the e
 xperiences of the University of Leicester Library' Jo Aitkins (University 
 of Leicester)\n\n2.45 – 3.15 – 'Going for gold: a case study of Invest
 ors in People at Oxford Brookes University' Claire Jeffery (Oxford Brookes
  University)\n\n3.15 – 3.30 – Coffee break\n\n3.30 – 4.15 – 'Imper
 ial College London\, Commercial Services: Putting the Customer First' Beck
 y Manning (Imperial College Commercial Services)\n\n4.15 – 4.45 – Plen
 ary review and Q & A session. \n\nVenue: The Hardy Room at the London Math
 ematical Society\, 57-58 Russell Square\, London WC1B 4HS\; Website: www.l
 ms.ac.uk \n\nPlease note that there are limited places available for this 
 event.  \n\nTo book a place please use our online booking form or email th
 e administrator via cpd25@lse.ac.uk \n\nCost: £45 for cpd25 members and 
 £65 for other institutions. \n\nCancellations less than one week before t
 he event will be charged a 50% cancellation fee. In the event of a ‘no-s
 how’ on the day\, the full fee will be charged.
CATEGORIES:cpd25 Events
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