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LLR successfully accredited through Customer Service Excellence award

Glowing report and three more of LLR service elements judged 'sector leading'.

Student reading book in library

Since 2009 LLR has been successfully accredited through the public sector Customer Service Excellence (CSE) award. As part of the award, participating institutions are required to undertake an annual compliance review to ensure standards are maintained.

The 2016 annual review took place earlier this summer, and in a glowing report the external assessor identified three more of our service elements that are judged 'sector leading'. She was particularly impressed by the enthusiasm of library staff, their evident pride in being part of the library service, and their clear focus on putting students first.

Some quotes from the assessment report include:

"Academic and research staff and students cannot speak highly enough of the politeness and friendliness of staff."

"The culture of the service is one that has customer service excellence running through it like letters in a stick of rock!"

"The staff understanding of customer insight and their commitment to meeting and exceeding customer expectations is overwhelming. They are so motivated and proud of their accomplishments and this shows in their positive relationships across the wide range of customer groups."

LLR successfully accredited through Customer Service Excellence award

Published on 24 October 2016
  • Category: Library

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