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UID:346@m25lib.org.uk
DTSTART;TZID=Europe/London:20100413T163000
DTEND;TZID=Europe/London:20100413T163000
DTSTAMP:20170315T113648Z
URL:https://www.m25lib.org.uk/events/customer-care-learning-from-the-retai
 l-experience-event-ref-no-tg3cclre/
SUMMARY:Customer Care - Learning from the Retail Experience [Event Ref. No.
  TG3/CCLRE]
DESCRIPTION:Taking care of our users\, or customers\, has always been a hig
 h priority for Librarians. This day gives us the opportunity to see how th
 e leaders in the commercial sector do it and how two university libraries 
 listen to their students and persuade staff to see students as customers.\
 n\nBrid Nunn is the Training Design Manager for Marks and Spencer\, and st
 arted out on the shop floor. She is passionate about the company and we wi
 ll learn how the best of the retail industry engages and trains its staff 
 during times of change and economic upheaval. \n\nAnna Knox is the Custome
 r Services Manager for Library and Learning Services at the University of 
 East London\, and she will show us how feedback from students can contribu
 te to significant changes in the service. \n\nSue Robertson is the Custome
 r Services Manager for Information Services at Kingston University\, who h
 as recently done a lot of work on customer training for staff and in manag
 ing the learning environment.\n\nThe day is aimed at staff trainers\, read
 er services librarians\, those undertaking professional library qualificat
 ions/Chartership\, and managers looking at new ways to inspire good practi
 ce in a customer-facing environment.\n\nProgramme: \n\n9.30 – 10.00	Arri
 val and coffee\n 	 \n10.00 – 10.15 	Welcome and introduction - Yvette Di
 ckerson/Judith Preece \n 	 \n10.15 – 11.00	Brid Nunn\, Marks and Spencer
  (part 1) \n 	 \n11.00 – 11.15	Coffee\n 	 \n11.15 – 11.45	Brid Nunn\, 
 Marks and Spencer (part 2) \n \n11.45 – 12.15	Marks and Spencer video & 
 Questions and Answers \n 	 \n12.15 – 13.15   Lunch\n 	 \n13.15 – 14.00
    Anna Knox\, University of East London. Listening and responding to our 
 customers: feedback mechanisms at UEL \n\n14.00 – 14.45	Sue Robertson\, 
 Kingston University. Managing the learning environment for our customers\n
 	\n14.45 - 15.00	Tea\n	\n15.00– 16.15	Breakout sessions\n\n16.00– 16.1
 5	Plenary review \n\n16.30 	        Close.\n 	 \nVenue: Room MAL 538 (cate
 ring & break-out sessions will be in Room MAL 539)\, Birkbeck College\, Un
 iversity of London\, http://www.bbk.ac.uk/maps  \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 the administrator via cpd25@lse.ac.uk
  \n\nCost: £100 for CPD25 members and £130 for other institutions. \n\nC
 ancellations less than one week before the event will be charged a 50% can
 cellation fee. In the event of a ‘no-show’ on the day\, the full fee w
 ill be charged.
CATEGORIES:cpd25 Events
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