Customer Service in the post COVID environment (Hosted online by TU & UoM)

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Online event

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The overarching theme for the event is the future for Customer Service in a post pandemic environment.

About this event

The event is aimed at all frontline staff/customer services staff, including customer services assistants, library assistants, information assistants, senior library assistant, supervisors and managers.

The programme for the afternoon is as follows:

13:00 – Welcome – Paul/Debbie/Jackie

13.10 – Workshop - Adding Value to frontline customer experience – UoM

- What does adding value mean?

- How have Library users changed? What do they expect now that they didn’t before? How do we determine this?

- How do we make adding value a habit and build it into day-to-day activities?

14:00 - Adopting a new staffing structure for the benefit of customers – UoM

- Moving to shift patterns - What are the benefits

- Introducing specialisms - What are “Specialisms”? How are they structured? What are the benefits for staff and library users?

14:25 - Break

14:35 - The changing landscape of customer services and the knowledge / training / development needed to support front of house delivery – TU

- Looking at the changing landscape of customer services and the knowledge/development needs to support front of house delivery

- Opportunity for staff to share their own journeys

- Discuss the training & development currently received now by staff, how this differs from what used to be offered to them and identify what might be missing

15:30 – Close

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