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Customer Care – Learning from the Retail Experience [Event Ref. No. TG3/CCLRE]


4:30 pm

Event Type

Taking care of our users, or customers, has always been a high priority for Librarians. This day gives us the opportunity to see how the leaders in the commercial sector do it and how two university libraries listen to their students and persuade staff to see students as customers.

Brid Nunn is the Training Design Manager for Marks and Spencer, and started out on the shop floor. She is passionate about the company and we will learn how the best of the retail industry engages and trains its staff during times of change and economic upheaval.

Anna Knox is the Customer Services Manager for Library and Learning Services at the University of East London, and she will show us how feedback from students can contribute to significant changes in the service.

Sue Robertson is the Customer Services Manager for Information Services at Kingston University, who has recently done a lot of work on customer training for staff and in managing the learning environment.

The day is aimed at staff trainers, reader services librarians, those undertaking professional library qualifications/Chartership, and managers looking at new ways to inspire good practice in a customer-facing environment.


9.30 – 10.00 Arrival and coffee

10.00 – 10.15 Welcome and introduction – Yvette Dickerson/Judith Preece

10.15 – 11.00 Brid Nunn, Marks and Spencer (part 1)

11.00 – 11.15 Coffee

11.15 – 11.45 Brid Nunn, Marks and Spencer (part 2)

11.45 – 12.15 Marks and Spencer video & Questions and Answers

12.15 – 13.15 Lunch

13.15 – 14.00 Anna Knox, University of East London. Listening and responding to our customers: feedback mechanisms at UEL

14.00 – 14.45 Sue Robertson, Kingston University. Managing the learning environment for our customers

14.45 – 15.00 Tea

15.00– 16.15 Breakout sessions

16.00– 16.15 Plenary review

16.30 Close.

Venue: Room MAL 538 (catering & break-out sessions will be in Room MAL 539), Birkbeck College, University of London,

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

Cost: £100 for CPD25 members and £130 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.

Booking form for M25 Members   Booking form for non-Members