BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:946@m25lib.org.uk DTSTART;TZID=Europe/London:20231115T133000 DTEND;TZID=Europe/London:20231115T163000 DTSTAMP:20231114T122748Z URL:https://www.m25lib.org.uk/events/the-customer-service-excellence-stand ard-sharing-hints-and-tips/ SUMMARY:The Customer Service Excellence standard: Sharing hints and tips [T G2/CSE] DESCRIPTION: \;\n\n*BOOKINGS FOR THIS EVENT HAVE NOW CLOSED*\n\nTwitter : @cpd25_M25 #cpd25\nThis event brings together key speakers who have work ed to achieve Customer Service Excellence accreditation for their respecti ve HE Libraries. The speakers will focus on particular key aspects of CSE or essential elements that have helped them to either achieve or maintain the standard.\nThe afternoon is intended to be highly participative with s cope to share good practice\, concerns and questions in general\, with bot h your fellow attendees and the speakers.\nProgramme :\n\n1.00 – 1.30pm   - Arrival and registration including tea and coffee\n\n1.30 – 1.35pm - Welcome and introduction\n\n1.35 – 2.05pm - Julian Roland\, UWL: 'The Customer Service Excellence Journey'\n2.05 – 2.35pm - Rowan Williamson\, UAL: 'Challenges of achieving a corporate standard in a creative institut ion'\n2.35 - 2.45pm - Comfort break\n2.45 – 3.15pm - Simon Gower\, Unive rsity of Sussex: 'CSE from a fresh perspective'\n\n\n\n3.15 – 3.35pm - T ea and coffee break\n3.35 – 4.15pm - Group exercise (3 x 10 minute grou ps and time for changeover)\n4.15 – 4.30pm Question and Answer session - Panel discussion and summary of outcomes\n4.30pm - Close\n\n\nSpeakers:\n Julian Roland has approaching forty years experience in organisational\, F E and HE libraries. As Head of Customer Experience for UWL Library Service s’\; a post he has held since 2014\, Julian is responsible for the libra ry’s front line services\, customer engagement and its marketing and com munications. Julian has led the Customer Service Excellence project for th e library service since 2016 and the library is now in its third three-yea r cycle with an outstanding record of continuing improvement as evidenced by 14 of the 57 areas graded as Compliance Plus in its 2023 assessment.\nI n his presentation\, Julian will discuss the Customer Service Excellence J ourney\, that both the Library Service and he personally have been on sinc e 2016 with advice to those setting out on their own journeys and to those looking to maintain the award.\nRowan Williamson is Associate Director fo r Library Services at UAL\, and has been leading the department through th e customer service excellence award process since 2016\, with year on year improvements in results. Library Services were recognised by Assessment S ervices (who provide their accreditation) in their annual awards last year \, receiving the award for ‘Maintaining a customer focused organisation ’.\n\nUAL has held the CSE standards since 2016\, and Rowan will explore ways to evidence a commitment to customer service and build a compelling narrative to meet the standard through case studies as well as metrics.\n\ nSimon Gower joined the University of Sussex Library in December 2022 foll owing ten years in secondary and further education. Taking on a new role i n a new team responsible for the overall student experience across the lib rary\, including managing the online and face-to-face service points\, ser vice design and the Library membership team\, leading on reaccreditation f or Customer Service Excellence was one of the first major aspects of this new role.\n\nSimon will discuss approaching the Customer Service Excellenc e framework from a fresh perspective\, looking at collaboration\, collatio n and submission of evidence to get the most out of the award.\n\nVenue:\n Woburn House Conference Centre - UUK Boardroom\n20 Tavistock Square London WC1H 9HQ\nCost:\n£90 for members\n£180 for non-members\n\nCancellations less than one week before the event will be charged a 50% cancellation fe e. In the event of a ‘no-show’ on the day\, the full non-member fee wi ll be charged.\n\nElectronic CPD attendance certificates can be provided o n request. Please request via cpd25@london.ac.uk\n\n*BOOKINGS FOR THIS EVE NT HAVE NOW CLOSED* CATEGORIES:cpd25 Events LOCATION:Woburn House Conference Centre\, 20 Tavistock Square\, London\, WC 1H 9HQ\, United Kingdom GEO:51.525829;-0.129473 X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=20 Tavistock Square\, Londo n\, WC1H 9HQ\, United Kingdom;X-APPLE-RADIUS=100;X-TITLE=Woburn House Conf erence Centre:geo:51.525829,-0.129473 END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:STANDARD DTSTART:20231029T010000 TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT END:STANDARD END:VTIMEZONE END:VCALENDAR