The Library & Learning Centre (LLC) is committed to working on the continual improvement of our services. As part of the ongoing process, the Service Delivery Division are seeking Customer Service Excellence accreditation.
Customer Service Excellence accreditation has been developed to acknowledge excellence in public services. To gain the award, the Library & Learning Centre has to demonstrate that
- we seek to understand our customers' needs and how these are changing
- that our staff consistently focus on providing good customer services
- and that the services themselves are high quality and easily accessed.
To this end we have developed a Customer Charter and accompanying Service Standards and strategies for Engagement and Consultation. A complementary User Contract was developed in association with DUSA. We also provide various channels for customer feedback and follow the University's procedure for handling complaints.