We are delighted that Learning Resources & Service Excellence (LRSE) was awarded the Customer Service Excellence (CSE) standard in 2016! This prestigious award is valid for 3 years and recognises our commitment to excellent Customer Service. It underpins a rolling programme of service development and improvement.

What is it?

• Customer Service Excellence is a UK government backed industry standard that assesses whether services are efficient, effective, excellent, equitable and empowering.
• It offers an external and independent accreditation using 57 different criteria.
• It measures quality of delivery, timeliness, information, professionalism and staff attitude in the provision of services.
• It ensures that organisations always put their users at the heart of their service provision.

Why is it important to us?

• Customer Service Excellence provides a quality framework for us to assess the impact of our services, processes and culture, and to make improvements to them where necessary.
  • Competence
  • Knowledge
  • Attitudes
  • Behaviour
  • Quality of life

• Achieving CSE proves how we ensure we know what our customers need, how we understand the customer's experience and how we use robust measurement of service satisfaction.

This was a well evidenced and logically sequenced application that demonstrates significant compliance with the Standard. Customers and partners universally praised the customer-centric behaviour of staff who are passionate about delivering services that meet customer needs.

CSE Assessors