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The Impact of Customer Service - University of Manchester

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The University of Manchester Library

University of Manchester

Oxford Road

Manchester

M13 9PL

United Kingdom

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Event description
This session will share ideas that Library teams are currently using to make an impact on their customers.

About this Event

Measuring the impact of customer service is becoming a key element in demonstrating how much value we add to a customer’s library experience but how do we achieve this?

Do you have any innovative ways of measuring the impact of customer service? How do you include your front line staff in the analysis?

How do you balance qualitative and quantitative elements?

Come along to share your experiences and take part in a workshop to explore how we define impact, why we need to measure impact and ways that this can be attained in an efficient and effective way.

Please let us know by 5th January 2020 if you are willing to contribute a short presentation for the event.

Attendees will also have the opportunity to discuss how they measure the impact of what they do in a workshop based around the questions; how do you define impact and how do you measure it.

Suggested Schedule

• 10:00 – Welcome

• 10:10 – New Initiatives Presentations

A series of presentations looking at new initiatives that have been introduced to specifically have a positive impact on the customer experience.

Putting the Customer back into Customer Service – 20 mins – Paul Ralphs (UoM)

This talk will discuss the new approach to staff training employed by the Customer Services team at the University of Manchester to integrate customer service skills and library transactions.

How to escape the library? – 20 mins - TBC

The Customer Services team have taken an unconventional approach to teaching college students about how to use the library by creating the Library Escape Room! These interactive sessions ensure that students leave the library not only with knowledge of library resources and services but also a lasting impression of the staff.

• 10:50 – Break

• 11:00 – New Initiatives Presentations (continued)

HELP! – 20 mins - TBC

In a building as large as the UoM Main Library it is important that customers can access assistance throughout the building. This presentation looks at how the Customer Services team decided to reinvent their roving support service to be more effective and accessible for library users.

Challenging Processes – 20 mins – TBC

All libraries need processes but are the processes there to make life easier for the customer or for the staff? Staff from the UoM Customer services team will discuss their ongoing work to focus their services on customer needs. This includes changing membership processes, loan periods, missing book processes and reserving material from the shelf.

• 12:00 – Lunch

• 12:45 – Measuring Impact Workshop

Delegates will discuss:

 What is impact?

 How do you make an impact on library users?

 How do you know when something is working?

• 14:00 – Library Tours

Delegates will have the option to select tours of the following buildings:

 Alliance Manchester Business School Library

 Alan Gilbert Learning Commons

 Main Library

All tours will begin and end at the Main Library to allow for delegates to attend multiple tours if desired.

The programe will be confirmed nearer the time.

Date and Time

Location

The University of Manchester Library

University of Manchester

Oxford Road

Manchester

M13 9PL

United Kingdom

View Map

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