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Customer Service in a Changing Service Environment


4:30 pm

Event Type

This event is now FULLY BOOKED.

Customer Service in a Changing Environment
1.45 – 4.30pm
Venue: Room 541, Malet St Building, Birkbeck
Bloomsbury London WC1E 7HX

Aims: To consider how libraries are changing their service delivery plans and customer support in an increasingly virtual and self-service environment.

The introduction of self-service facilities for issuing and returning stock, self renewals and the wide availability of online resources are prompting organizations to examine whether the tradition information/ enquiry desk is still the best way to provide help to customers. As a result, some organizations are implementing new methods of service delivery. This seminar will look at how three library services have approached these issues.

The speakers:
Neil Allen, Assistant Director & LIS Campus Manager at Hatfield de Havilland Campus Learning Resources Centre will speak about the self-service facilities and the approach to customer service at the University of Hertfordshire.

Richard Partridge, Campus Service Manager at De Montfort University Library will talk about De Montfort’s changing service plan and the ‘roving’ librarians.

Cathy Perry from Birmingham City Libraries will talk about how one public library service is using self-service to provide Neighbourhood Libraries.

Cost: £35 for cpd25 members and £50 for other institutions, including refreshments.

To add your name to the reserve list for this FULLY BOOKED event please complete the online booking form
or email Suzy Ball

Please note that there are limited places available for this event. 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