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:
| 09.40-10.00 |
Registration, refreshments and introduction |
| 10.00-10.50 |
Robert Elves, 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.