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BEGIN:VEVENT
UID:687@m25lib.org.uk
DTSTART;TZID=Europe/London:20170118T093000
DTEND;TZID=Europe/London:20170118T161500
DTSTAMP:20170315T121529Z
URL:https://www.m25lib.org.uk/events/customer-service-excellence-standard-
 sharing-hints-tips-event-ref-tg2cse/
SUMMARY:The Customer Service Excellence standard: sharing hints and tips [E
 vent Ref. TG2/CSE]
DESCRIPTION:Twitter: @cpd25_M25 #cpd25\n\nThis event brings together key sp
 eakers who have worked to achieve Customer Service Excellence accreditatio
 n for their respective departments. The speakers will focus on particular 
 key aspects of CSE or essential elements that have helped them to either a
 chieve or maintain the standard. Examples will come from within HE librari
 es 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 attende
 es and the speakers.\n\nProgramme:\n\n[Subject to change]\n\n\n\n09.40-10.
 00\nRegistration\, refreshments and introduction\n\n\n10.00-10.50\nRobert 
 Elves\, Information Specialist (Business and Law)\, Kingston University\
 n\nCSE before\, during and after – the Kingston experience\n\n\n10.50-11
 .10\nRefreshments\n\n\n11.10-11.50\nLeo Appleton\, Associate Director of L
 ibrary and Academic Support Services\, University of the Arts London\n\nPr
 oviding evidence for ‘customer insight’ and engaging staff in the whol
 e CSE process\n\n\n11.50-1.00\nGroup exercise\n\n\n1.00-2.00\nLunch\n\n\n2
 .00-2.40\nSue Allison\, Customer Services Team Manager\, The British Libra
 ry\nJoanne Cox\, Customer Services Key Relationship Manager\, The British
  LibraryCustomer Service Excellence – a Constancy of Purpose\n\n\n2.40-3
 .20\nVanessa Farrier\, Head of Partnership &amp\; Liaison and LGBT+ Staff 
 Network Chair (Strategy)\, King's College London\n\nHolly Prescott\, Libra
 ry Operations Manager\, King's College London\n\nUnderpinning CSE with Cul
 ture\n\n\n3.20-3.40\nRefreshments\n\n\n3.40-4.10\nPanel discussion - Chair
 ed by Sean Goddard\, Frontline Services Librarian\, University of Sussex\n
 \nClose - Sean Goddard\, Frontline Services Librarian\, University of Suss
 ex\n\n\n\nPlease find a PDF of Speaker bios and presentation details here
 .\n\nVenue: Hardy Room\, De Morgan House\, 57-58 Russell Square\, London\,
  WC1B 4HS\n\nCost: £105.00 members and £150.00 for other institutions.\n
 \nCancellations 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 fe
 e will be charged.\n\nTo book a place please use our online booking form.
CATEGORIES:cpd25 Events
LOCATION:The Hardy Room at the London Mathematical Society\, 57-58 Russell 
 Square\, London\, WC1B 4HS\, United Kingdom
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