1. Customer Service Excellence (CSE) Customer Service Excellence (CSE)
Sara Burgess
Customer Service
Excellence
(CSE)

2. The what, the why and the how
Customer Service Excellence (CSE)
Sara Burgess
The what, the why and the how
Library experience of CSE
Professional service to all: adding value

3. What is it? A practical tool for driving customer-focussed change
Customer Service Excellence (CSE)
Sara Burgess
What is it?
A practical tool for driving customer-focussed change
A standard which tests in great depth those areas that research has shown are important for customers

4. The timeliness of information The information itself Professionalism
Customer Service Excellence (CSE)
Sara Burgess
CSE focuses on:
Service delivery
The timeliness of information
The information itself
Professionalism
Staff attitude
It expects us to know about our customer, understand their experience and have robust measures of satisfaction.

5. Why? Customer Service Excellence (CSE)
Sara Burgess
Why?
Forces us to challenge the way we do things
Makes us look at what we do from the customer’s perspective
Identifies areas for improvement
Encourages us to look beyond our own particular silo
Demonstrates that we are competent in what we do
External accreditation, formally certified and allowed to display the Customer Service Excellence Hallmark

6. Customer Service Excellence (CSE)
Sara Burgess
BIG
WHY?

7. How? CSE Champions Customer Service Excellence (CSE) Sara Burgess
Emily Ainsworth
Julie Bateman
Oliver Barlow
Susie Collins
Debra Elliot
Dawn Grundy
Helene Kelly
Lyndsey Malone
Martin McIlwrath
Rita O’Laughlin
Elaine Sexton
Anna Snowden
Donna Zarei

9. What next? Customer Service Excellence (CSE)
Sara Burgess
What next?
Training for CSE Champions
How are you going to achieve Customer Service Excellence?