Customer Service Excellence

An effective library is at the heart of a successful student’s study at university – whether it’s the physical library of books and study space or the virtual library of online resources and databases. But most important is that library users have a successful experience of using the library.

BCU’s Library and Learning Resources (LLR) have had their Customer Services Excellence award review recently – and have passed with flying colours. Among the external assessor’s comments were:

LLR have taken on board … to engage more with students on navigation, space, and noise. The Be Considerate campaign has given more information on these issues and clearer signage has been installed.’

LLR use the acronym CSE [Customer Service Excellence] and this is now becoming everyday language. The acronym is used to mean providing excellent service as opposed to referring to the CSE Standard. This has helped embed an ethos where everything that LLR do in terms of delivering and improving services, is natural and not contrived to meet the Standard

‘… all of the students interviewed confirmed they were satisfied with LLR – ‘they are brilliant and always try to help you’’

But we don’t intend to stop here. There are plans in store to improve access to books and electronic resources, to identify ways of engaging students in selecting the books they need, improve the library website and look at how the space in the library can better respond to students’ changing needs.

If you have any questions, comments or complaints about the library, please let us know so we can sort it out. If you have had a good experience, please let us know too – and tell your friends!