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Customer Services Update January 2022

In the 2020-2021 academic year the Library once again achieved a number of strong performances against a range of customer service standard targets. 

View of a number of book shelves on a floor of the McClay Library, no students or staff.

To view our Standards of Service and associated performance for 2020-21, please click here:

https://www.qub.ac.uk/directorates/InformationServices/TheLibrary/CustomerService/OurCommitmenttoYou/StandardsofService/

Some of our Customer Service standards experienced dips in performance in 2020-21 due to the ongoing COVID-19 pandemic.  Similar dips in performance have also been reflected across other University libraries during this period.

In Semester One 2021-22, the Library introduced a range of measures and services to help improve our customer experience across a number of areas, particularly in our responses to feedback and enquiries, as well as the friendliness and helpfulness of library staff.

These include:

Establishing a Greeting Service in the McClay Library at key locations

We hire Student Library Ambassadors to greet new students.   This has proved to be an invaluable service and we have received brilliant feedback from new students who were delighted to be able to get help and support from their peers. We have had amazing Ambassadors who were all keen to embrace the tasks set to them.   This year’s Ambassadors have been no exception and between them, Lauren and Chloe have taken 53 students on 43 tours and answered 278 questions throughout their three 10 hour weeks in the Library.  Feedback from customers was very positive:

“So helpful, I am going to tell my friend to come tomorrow!” – postgraduate (Planning)

“I feel so much more confident using the library now, it isn’t as scary as I had thought.” – undergraduate (Law)

“I am so glad I came to the library and got a tour, I found all my core textbooks and got to visit the CS Lewis room I’d heard so much about.” – undergraduate (Civil Engineering)

 

Peer-to-Peer Customer Service Training - Empowering Staff to Support Customers

Peer-to-Peer Customer Service Training has been provided to help library assistants and library attendants navigate various customer service issues including maintaining COVID-19 safety, helping those who speak English as a second language, helping those with hearing loss, and dealing with customers in a way that respects both the customer and library staff. 

 

Disability Training - Wellness Recovery Action Plan

Introduction to Wellness Recovery Action Plan (WRAP) training is provided to Library staff.  Disability Services offer WRAPs to students who have a mental health condition. The purpose of WRAP is to help individuals keep as well as possible and keep track of difficult feelings and behaviours and develop action plans to help the individual keep well. This training provides Library staff with key concepts of WRAP along with reference to the wellness toolbox and techniques used to manage wellbeing. It also provides Library staff with an outline of the strategies Disability Services are using to help student manage their mental health and wellbeing in general.


For further information on the Library’s commitment to customer service, please visit:

https://www.qub.ac.uk/directorates/InformationServices/TheLibrary/CustomerService/OurCommitmenttoYou/  

 

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