{"id":6594,"date":"2015-04-02T09:14:20","date_gmt":"2015-04-02T08:14:20","guid":{"rendered":"http:\/\/blogs.edgehill.ac.uk\/ls\/?p=6594"},"modified":"2015-04-02T09:14:20","modified_gmt":"2015-04-02T08:14:20","slug":"10-out-of-10-for-learning-services","status":"publish","type":"post","link":"https:\/\/blogs.edgehill.ac.uk\/ls\/2015\/04\/02\/10-out-of-10-for-learning-services\/","title":{"rendered":"10 out of 10 for Learning Services!"},"content":{"rendered":"

Not only are\u00a0we celebrating our 10th year of Customer Service Excellence in Learning Services but following our assessment in January 2015, we now have a fantastic\u00a010 compliance pluses\u00a0which are given to services\u00a0who go\u00a0that ‘extra mile’ for customers!<\/p>\n

In this our\"cse\" 10th year as award holders, we were delighted that our work was recognised with another 2 compliance pluses. \u00a0The first was for our use of UX (user experience) and ethnographic techniques to gain a deeper understanding of the needs of our customers. The second was for the introduction of our 24\/7 live chat service which launched in Oct 2014.<\/p>\n

Where did our journey begin? \u00a0In\u00a02004 Learning Services were one of a small number of academic libraries who achieved the award\u00a0(originally called Chartermark). \u00a0In 2010 the government reviewed the award and it became known as Customer Service Excellence and is based on 5 key elements:<\/p>\n

Customer Insight; knowing who your customers are,\u00a0consulting with them, involving them in decision making.<\/p>\n

Culture of the Organisation; showing a commitment to building a customer focused culture right through the organisation from senior managers\u00a0to the front line staff.<\/p>\n

Information and Access; providing\u00a0accurate and comprehensive information\u00a0and ensuring it is\u00a0delivered via\u00a0most appropriate channels.<\/p>\n

Delivery; achieving positive\u00a0outcomes for customers, listening to their\u00a0views, achieving key performance targets.<\/p>\n

Timeliness and Quality; ensuring\u00a0prompt action, keeping to agreed timescales, always trying to ensure that speed of service\u00a0doesn’t come at the expense of quality.<\/p>\n

In Learning Services one of the most important thing we can do as part of offering a good customer service is communicating with our customers. \u00a0This doesn’t mean telling you things. \u00a0It means listening, finding out what is important to you and putting ourselves in your shoes as much as we can.<\/p>\n

If you would like to find out more about the award, or are interested in participating in one of our many user experience groups just get in touch<\/a>.<\/p>\n

\"Helen_Jamieson\"<\/a>Helen Jamieson, Customer Services Manager<\/p>\n","protected":false},"excerpt":{"rendered":"

Not only are\u00a0we celebrating our 10th year of Customer Service Excellence in Learning Services but following our assessment in January 2015, we now have a fantastic\u00a010 compliance pluses\u00a0which are given to services\u00a0who go\u00a0that ‘extra mile’ for customers! In this our 10th year as award holders, we were delighted that our work was recognised with another […]<\/p>\n","protected":false},"author":786,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1421],"tags":[],"class_list":["post-6594","post","type-post","status-publish","format-standard","hentry","category-customer-services"],"yoast_head":"\n10 out of 10 for Learning Services! - Library & Learning Services<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.edgehill.ac.uk\/ls\/2015\/04\/02\/10-out-of-10-for-learning-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 out of 10 for Learning Services! - Library & Learning Services\" \/>\n<meta property=\"og:description\" content=\"Not only are\u00a0we celebrating our 10th year of Customer Service Excellence in Learning Services but following our assessment in January 2015, we now have a fantastic\u00a010 compliance pluses\u00a0which are given to services\u00a0who go\u00a0that ‘extra mile’ for customers! 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