Customer Service - What this means to us

Customer Service

Customer Service is an inclusive term which Learning Resources and Service Excellence (LRSE) use as short hand to describe the standard and range of support available to the University community in their learning journey and academic development

Our Customer Service Standard demonstrates what customer service means to 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 our 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 and use comments and suggestions to help us improve our service

In practical terms we will:

Reply to Tell Us feedback within 2 working days

Evidenced by:

• Service Level Agreement 98% achieved
• Use comments and suggestions to help us improve our services
• Feedback Blog lrcomments.blogspot.com
• Web information lrweb.beds.ac.uk/libraryservices/your-library/feedback

Undertake regular surveys of customer opinion

Annual Tell Us Topic of the month (library - April)

Train our staff to provide a quality service

• SiD enquiry logging; FAQs; SLA
• Customer Care training 2019

Display Learning Resources Code of Conduct clearly

• Summary Library Handbook
• Webpage lrweb.beds.ac.uk/libraryservices/using-the-library/code-of-conduct

Publicise our services and opening hours and keep customers informed of any changes

• Student emails
• Social Media Facebook & Twitter uoblibrary; Instagram bedslibrary
• Local messaging - whiteboard poster desktop “Notify”

This is the way we create a service that is responsive to our customers’ needs and puts them at the centre of our service.