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Customer Service - What this means to us

Customer Service Standard

Our Customer Service Standard sets out what customer service means to Learning Resources and Service Excellence (LRSE). In practical terms we will:

  • put our customers at the centre of our service
  • create a service that is responsive to our customers' needs
  • treat our customers fairly with respect and courtesy
  • provide a helpful and friendly service
  • wear name badges and will give our names to our customers
  • provide the fullest possible service at all times within the constraints of available resources
  • assist customers with special needs; for example: part-time students, parents with young children, customers with assistive status
  • publicise our services and opening hours and keep LRSE customers informed of changes
  • display or Code of Practice and regulations clearly on our website
  • provide customer care training for LRSE staff
  • train our staff to provide a quality service
  • provide a variety of Feedback options for comments, and undertake regular surveys of customer's opinion
  • reply to Tell Us feedback  within 2 working days
  • use comments and suggestions to help us improve our serviceCSE

In practical terms we will:

Evidenced by

reply to Tell Us feedback within 2 working days

use comments and suggestions to help us improve our service

98% achieved

Comments and responses on our blog http://lrcomments.blogspot.co.uk/

Service Improvements https://lrweb.beds.ac.uk/libraryservices/availableservices/feedback

provide a variety of Feedback options for comments, and undertake regular surveys of customer's opinion

https://lrweb.beds.ac.uk/libraryservices/availableservices/feedback

Student emails

train our staff to provide a quality service

All RS staff trained on Student Information Desk (SiD) enquiry logging “Ask SiD Here”

provide customer care training for Learning Resources staff

Telephone technique (September 2017)

Customer Service (September 2017)

display Learning Resources Code of Practice and regulations clearly

https://lrweb.beds.ac.uk/libraryservices/codeofpractice

In LRSE Handbook (annual publication)

publicise our services and opening hours and keep Learning Resources customers informed of changes

https://lrweb.beds.ac.uk/opening

Student emails

Information screens on Campus

Fliers and information next to the Customer Service desk/ Reception desk/ entry barriers

assist customers with special needs; for example: part-time students, parents with young children, customers with disabilities

https://lrweb.beds.ac.uk/libraryservices/additional

https://lrweb.beds.ac.uk/libraryservices/availableservices/children

https://lrweb.beds.ac.uk/libraryservices/servfromhome

provide the fullest possible service at all times within the constraints of available resources

Prioritise service delivery on any constraints – reviewed daily as required

wear name badges and will give our names to our customers

100% compliance

reinforced by COBR training after increase in security definition

provide a helpful and friendly service

Tell Us survey data

treat our customers with respect and courtesy

Tell Us Survey data

create a service that is responsive to our customers' needs

Impact Measures

put our customers at the centre of our service

www.Lrweb.beds.ac.uk

University of Bedfordshire

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