Roland, Julian (2023) The Customer Service Excellence Journey. In: CPD25: The Customer Service Excellence standard: sharing hints and tips, 15 Nov 2023, Woburn House Conference Centre.

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Abstract

Julian Roland has approaching forty years experience in organisational, FE and HE libraries. As Head of Customer Experience for UWL Library Services’; a post he has held since 2014, Julian is responsible for the library’s front line services, customer engagement and its marketing and communications. Julian has led the Customer Service Excellence project for the library service since 2016 and the library is now in its third three-year cycle with an outstanding record of continuing improvement as evidenced by 14 of the 57 areas graded as Compliance Plus in its 2023 assessment.

In his presentation, Julian discusses the Customer Service Excellence Journey, that both the Library Service and he personally have been on since 2016 with advice to those setting out on their own journeys and to those looking to maintain the award.

Item Type:	Conference or Workshop Item (Lecture)
Subjects:	Library and information sciences
Depositing User:	Marc Forster
Date Deposited:	31 May 2024 09:59
Last Modified:	31 May 2024 14:15
URI:	https://repository.uwl.ac.uk/id/eprint/11961

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