Customer Service Excellence CSE Champion Training Julie Bateman, Head of Careers and Employability Angela Bommer, Senior Admin Manager (Off Campus)

Customer Service Excellence Aims of the Session 1.To put CSE and the Standard into context 2.To define your role as a CSE Champion 3.To begin to explore the evidence requirements to achieve and maintain the Standard (group exercise) 4.To consider and plan for next steps

Customer Service Excellence Training What is Customer Service Excellence?

Customer Service Excellence Training Approachable, knowledgeable and helpful staff Good listening and communication skills Ability to link with other departments Setting and managing expectations Standards and accountability Positivity / Positive attitude Welcoming and friendly Knowledge is Key Confident Pro-active Empathy Following up with service users Listening and responding to feedback Putting things right when they go wrong Expectations from current staff …

Customer Service Excellence Training What is Customer Service Excellence? Customer Service Excellence offers public services a practical tool for driving customer-focused organisation. It is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction.

Customer Service Excellence Training How does it work? As a driver of continuous improvement As a skills development tool As an independent validation of achievement

Customer Service Excellence Training What does the Standard look like? Criterion 1: Customer Insight Criterion 2: The Culture of the Organisation Criterion 3: Information and Access Criterion 4: Delivery Criterion 5: Timeliness and Quality of Service

Customer Service Excellence Training Customer ServiceService Excellence Meeting expectationsExceeding expectations Compliance with needsCompliance and anticipation Meeting standardsExceeding standards Competent and knowledgeableSubject matter expert Focus on functionFocus on purpose Customer satisfactionCustomer loyalty

Customer Service Excellence Training What is your role as a Champion? To keep the profile of CSE high in your team/department To foster positive attitudes and behaviours - reinforcing our Service strategy To help gather evidence that will prove we are meeting the Standard To help analyse any gaps in service delivery and produce a Service action plan Co-ordinate communication about CSE and set meetings with your work colleagues, taking a lead on designating tasks Work with other Champion colleagues to share best practice, resources and provide support to ensure consistency

Customer Service Excellence Training GROUP EXERCISE: To begin to explore the evidence requirements to achieve and maintain the Standard. (Initial focus on criterion 1) Using Ketso, review customer service as follows: What good practice exists in relation to customer service across the Library and Student Services / Academic Support Services? Are there any problem areas? What improvements could be made?

Customer Service Excellence Training Next Steps… Task 1 Champions to go away and gather evidence against criterion 1 within your teams/pairings using the grid provided

Customer Service Excellence Training Pairings Emily and Martin: Halls / Student Funding / DBS / Accommodation Dawn and Anna: Library Jenny, Lyndsey and Donna: Research / On Campus Oliver and Elaine: Off Campus Debra and Susie: Reception / Advisers / SLOs Rita and Helene: Disability / Immigration and Welfare / Counselling / Chaplaincy

Customer Service Excellence Training Next Steps… Champions Training: Wednesday 7 th May 2014 Tuesday 24 th June 2014 Monday 11 th August 2014 Tuesday 2 nd September 214 Monday 13 th October 2014 All sessions will take place from – 11.30am.

Customer Service Excellence Training Questions