You are here:

Home | Events | Professionalism and Engagement in Customer Service: An M25 Customer Service Group Conference

Professionalism and Engagement in Customer Service: An M25 Customer Service Group Conference


9:30 am - 4:30 pm


Event Type

Map Unavailable


The M25 Customer Service Group Conference will focus on the professionalisation of customer service within the Library sector and how staff and customer engagement will help us to provide an improved service.

The morning will concentrate on staff engagement with a keynote speech from Andrew McMillan. Andrew is a consultant specialising on this topic and he gained his authority on the subject through many years working for John Lewis, culminating in responsibility for the customer experience across the UK stores. Customer Services Team Leaders from King’s College London will discuss the practical application of some of Andrew’s themes. We will also have speakers from the Institute of Customer Service and training provider Accelerator Solutions.

The focus will shift in the afternoon to how libraries engage with customers to improve customer service and it will feature a speed presentation session on feedback and a chance for networking and ideas sharing amongst delegates. The conference will be closed by Helen Loughran from Leeds Metropolitan University speaking about the impact of genuine customer engagement on their service and their NSS scores.


9.30am-9.50am – Registration and refreshments

9.50am-10am – Welcome from John Tuck, M25 Chair and Erin Caseley, M25 Customer Services Group Chair and M25 Steering Group member

The morning session will focus on staff engagement

10am-11am – Keynote speech from Andrew McMillan, Principal Consultant at Engaging Solutions

11am-11.30am – Putting staff engagement ideas into practice from Lucy Royle, Vanessa Farrier and Ruth Murphy, King’s College London

11.30am-12pm – Refreshments

12pm-1pm – Presentation from Sue Downie of the Institute of Customer Service and Heidi Daniell of Accelerator Solutions

1pm-2pm – Lunch

The afternoon session will focus on Customer engagement

2pm-3pm – Speed presentations on innovative feedback methods

3pm-3.45pm – Sharing experience – gathering and acting upon feedback (including refreshments)

3.45pm-4.15pm – “Ear to the ground: the value and impact of listening to our customers”, Helen Loughran, Libraries and Learning Innovation, Leeds Metropolitan University

4.15pm – 4.30pm – Summary and Close.


This full day event will be held at the Great Hall at King’s College London on 7th November 2013 and will cost £45 per M25 delegate (cost for delegates outside the M25, £65).

For the full conference programme and to book, please contact Angie Mulholland,


Booking form for M25 Members   Booking form for non-Members