Customer Service in the post COVID environment (Hosted by Manchester and Teesside)

To book your place at the event click here.


About this event

Date: Thursday 19th May 2022

Time: 1.00 - 3.30pm

Format: Online via Teams

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 overarching theme is the future for Customer Service in the context of a post pandemic environment.  

The programme for the afternoon is as follows:

13:00 – Welcome – Paul Ralphs & Debbie Allen, University of Manchester, Jackie Oliver, Teesside University

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