The Customer Service Excellence standard: sharing hints and tips [Event Ref. TG2/CSE]

Twitter: @cpd25_M25 #cpd25

This event brings together key speakers who have worked to achieve Customer Service Excellence accreditation for their respective departments. The speakers will focus on particular key aspects of CSE or essential elements that have helped them to either achieve or maintain the standard. Examples will come from within HE libraries and the British Library’s Customer Services team. The day is intended to be highly participative and there should be ample scope to share good practice, concerns and questions in general with both your fellow attendees and the speakers.

Programme:

[Subject to change]

09.40-10.00
Registration, refreshments and introduction

10.00-10.50
Robert Elves, Information Specialist (Business and Law), Kingston University

CSE before, during and after – the Kingston experience

10.50-11.10
Refreshments

11.10-11.50
Leo Appleton, Associate Director of Library and Academic Support Services, University of the Arts London

Providing evidence for ‘customer insight’ and engaging staff in the whole CSE process

11.50-1.00
Group exercise

1.00-2.00
Lunch

2.00-2.40
Sue Allison, Customer Services Team Manager, The British Library
Joanne Cox, Customer Services Key Relationship Manager, The British LibraryCustomer Service Excellence – a Constancy of Purpose

2.40-3.20
Vanessa Farrier, Head of Partnership & Liaison and LGBT+ Staff Network Chair (Strategy), King’s College London

Holly Prescott, Library Operations Manager, King’s College London

Underpinning CSE with Culture

3.20-3.40
Refreshments

3.40-4.10
Panel discussion – Chaired by Sean Goddard, Frontline Services Librarian, University of Sussex

Close – Sean Goddard, Frontline Services Librarian, University of Sussex

Please find a PDF of Speaker bios and presentation details here.

Venue: Hardy Room, De Morgan House, 57-58 Russell Square, London, WC1B 4HS

Cost: £105.00 members and £150.00 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.

To book a place please use our online booking form.