Relationship Management event April 2019 by Suzanne Tatham https://padlet.com/suzannetatham/418pzqrwx7x1 Customer Service Excellence discussion en-us 2019-04-05 12:43:29 UTC 2025-11-18 10:57:18 UTC hello@padlet.com Don't think students see themselves as customers https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704413 2019-04-11 10:32:08 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704413 Students use the term customer pragmatically. When they can get something out of it, they will use that language more loosely. https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704641 2019-04-11 10:33:00 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704641 Do students even care if we're CSE accredited? https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704695 2019-04-11 10:33:14 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704695 How do you quantify this? https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704717 2019-04-11 10:33:19 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704717 j_dumbelton https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704734 Users don't understand the term "service" as we use it - is it relevant for them?

]]> 2019-04-11 10:33:23 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704734 needs to be evidenced https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704747 2019-04-11 10:33:27 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704747 Is this stories? https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704758 2019-04-11 10:33:31 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704758 Some students actively resent this label. https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704773 2019-04-11 10:33:32 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704773 Service better than support, which suggests a deficit model https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704799 2019-04-11 10:33:39 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704799 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704809 “Users” better than customers or partners, but even this can have negative connotations ]]> 2019-04-11 10:33:41 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704809 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704848 Too submissive]]> 2019-04-11 10:33:51 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704848 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704869 If we only ‘serve’ academics, they don’t see us as equal partners]]> 2019-04-11 10:33:53 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704869 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704873 Almost anything is better than patron]]> 2019-04-11 10:33:54 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704873 Service implies there's more to us than just a building and some books https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704875 2019-04-11 10:33:55 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704875 you don't need to use the word customer mariaohara87 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704878 2019-04-11 10:33:56 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704878 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704887 Omits the aspect of responsibility/partnership in HE setting]]> 2019-04-11 10:33:58 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704887 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704910 No good term for this, I don’t like the term user or the term customer]]> 2019-04-11 10:34:02 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704910 no one will be impressed by "we're striving for good enough" https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704912 2019-04-11 10:34:02 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704912 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704914 They are paying for a service though

]]> 2019-04-11 10:34:03 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704914 Whose version of excellence? https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704927 2019-04-11 10:34:05 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704927 Stories and social proof are far more effective in persuading people than quant measures https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704945 2019-04-11 10:34:09 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704945 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704962 RLUK no longer collecting standards so libraries free to design their own]]> 2019-04-11 10:34:13 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704962 Strive towards it, but needs careful benchmarking https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704992 2019-04-11 10:34:16 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350704992 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705031 Depends what you’re comparing it to]]> 2019-04-11 10:34:25 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705031 A frequently misused word https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705032 2019-04-11 10:34:25 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705032 Excellence rachelbramley3 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705046 TEF REF CSE
Is this term overused & underdefined?]]> 2019-04-11 10:34:28 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705046 mariaohara87 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705054 we sometimes get annoyed about being seen 'in service to' but frankly, we are in Professional *Services*]]> 2019-04-11 10:34:30 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705054 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705071 Overused]]> 2019-04-11 10:34:33 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705071 Doing what you should do anyway is not excellence i.e. the Library bought x amount of books https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705110 2019-04-11 10:34:43 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705110 rachelbramley3 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705130 Evidence
Collect as you go]]> 2019-04-11 10:34:46 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705130 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705157 Students used to instant communications so expectations outside office hours]]> 2019-04-11 10:34:55 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705157 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705172 MOments of brilliance]]> 2019-04-11 10:34:58 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705172 I like the sconul work here about when we provide services, when we partner and when we lead https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705177 2019-04-11 10:34:59 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705177 If everyone is above average, no one is mariaohara87 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705183 2019-04-11 10:35:01 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705183 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705202 The term Customers implies no active input]]> 2019-04-11 10:35:02 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705202 rachelbramley3 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705320 Challenges
Too many rushed projects - not polished to perfection]]> 2019-04-11 10:35:26 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705320 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705361 What do academics see themselves as?]]> 2019-04-11 10:35:33 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705361 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705417 Students think they are consumers]]> 2019-04-11 10:35:46 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705417 cjplaice https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705644 not discuss g what we can stop doing before we start new things...]]> 2019-04-11 10:36:46 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705644 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705690  Ie meet or exceed their expectations ]]> 2019-04-11 10:36:57 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350705690 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707745 No good term for this, I don’t like User or Customer. Not sure about patron and reader sounds very old fashioned. ]]> 2019-04-11 10:46:08 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707745 Profiling helping to recognise customers as https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707768 2019-04-11 10:46:14 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707768 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707799 Staff take responsibility for queries rather than routinely refer. ]]> 2019-04-11 10:46:22 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707799 We're not good at closing the loop and telling our customers what we've achieved for them https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707896 2019-04-11 10:46:47 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707896 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707929 User Experience work]]> 2019-04-11 10:46:58 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707929 implementing live chat widget and then tweaking how quickly it pops out according to user feedback, analysing transcripts and adding canned answers to common queries https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707944 2019-04-11 10:47:01 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707944 Evidencing engagement e.g. teaching input https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707960 2019-04-11 10:47:06 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350707960 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708016 NSS respond and react to with service development and training.]]> 2019-04-11 10:47:21 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708016 CRM system to gather granular detail of engagement activities https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708036 2019-04-11 10:47:25 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708036 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708104 Student comments gathered in guerrilla interviews, about Resource Lists and Subject Guides]]> 2019-04-11 10:47:43 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708104 not allowed to survey users https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708295 2019-04-11 10:48:33 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708295 hel_clough1 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708316 Defining “customers” - knowing different user groups and what their needs are]]> 2019-04-11 10:48:38 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708316 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708414 Analysing chat and responding to responses.]]> 2019-04-11 10:49:06 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708414 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708533 In-depth data about engagement with our RLs, e.g. lists completed late, impact on students, look at possible reasons why it’s happening. ]]> 2019-04-11 10:49:32 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708533 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708717 Focus on student feedback to exclusion of academic staff needs]]> 2019-04-11 10:50:16 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708717 rachelbramley3 https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708744 Value the contribution staff  make - demonstrate.
Recognition of efforts - Frontline have ‘frippery as a fun way to demonstrate appreciation.
Show and Tell/Academic Resources Forum to give opportunity to share projects.]]> 2019-04-11 10:50:23 UTC https://padlet.com/suzannetatham/418pzqrwx7x1/wish/350708744