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


9:30 am - 4:30 pm


Woburn House Conference Centre
20 Tavistock Square, London, WC1H 9HQ

Event Type

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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.



Registration, refreshments and introduction


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 Tania Olsson,
Learning Resources Manager, University of the Arts London
London College of Communication

The Customer Service Excellence standard: UAL 1 year in

11.50-1.00 Group exercise
1.00-2.00 Lunch
2.00-2.40 Sue Allison, Customer Services Team Manager,
The British Library

Customer Service Excellence – a Constancy of Purpose

2.40-3.00 Refreshments
3.00-3.40 Vanessa Farrier,
Head of Partnership & Liaison and LGBT+ Staff Network Chair (Strategy),
King’s College London

Underpinning CSE with Culture

3.40-4.20 Panel discussion

Venue: The Tavistock Room, Woburn House, 20-24 Tavistock Square, London, WC1H 9HQ

Cost: £110.00 members and £155.00 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.

Booking form for M25 Members   Booking form for non-Members