Manchester Metropolitan’s Library Services celebrated this week as they gained re-accreditation for Customer Service Excellence (CSE), including a Compliance+ award.
CSE is a government-backed professional standard to recognise organisations that put customers at the heart of what they do. The award is a credit to the customer-focused service the Library offers to University staff and students, and is a huge accolade for the team.
The Library has held the award since 2008, but this year marked further recognition of the great work Library staff do.
For the first time, Library Services were awarded Compliance+ in five different areas for their work on: reading list engagement, referencing support through InfoSkills, the Library Welcome campaign, techniques for gaining insight into user experience, and a new demand-driven acquisition model. Compliance+ recognises areas in which the Library innovate and exceed customer expectations – to be awarded five Compliance+ commendations is a massive achievement.
The CSE assessor made a point of acknowledging the passion and commitment he saw from Library staff in delivering the best service possible to customers, and the impressive and enjoyable way staff on the Help and Welcome desks engaged with new students, stating that, “staff were proactive in spotting people who looked a little lost and in need of support. You could see their worries melting away.”
University Librarian Ruth Jenkins said: “A huge thank you to everyone at the Library for your contributions over the past year. Your dedication and commitment is a credit to all at Manchester Met.”