British Library Receives Customer Services Excellence Award

British Library Customer Services, Document Delivery and Digitisation Services North have been accredited with the full Customer Services Excellence award.

The Customer Service Excellence standard encourages organisations to focus on the individual needs and preferences of the service users. There are five criteria that the Customer Service Excellence standard particularly focuses on, these are – Customer Insight, The Culture of the Organisation, Information and Access, Delivery and Timeliness and Quality of Service.

Continued praise for Customer Service

It is the third time that British Library Customer Services and Document Delivery have received the award and this time Digitisation Services North have also been recognised for their efforts. The Library has been awarded Compliance Plus for Customer Service Excellence in the following areas –

• We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.
• We can demonstrate how customer-facing staffs insight and experience is incorporated into internal processes, policy development and service planning.
• We interact within wider communities and we can demonstrate the ways in which we support those communities.

The standard acts as a motivator for staff to continually focus on what they are doing and how the services can be improved. Sue Allison, head of Customer Services said “Customer Service Excellence independently acknowledges the commitment and dedication of our Teams in providing a high quality customer focused service and we are immensely proud of them to have achieved accreditation for a third time”.

Congratulations to all the British Library staff involved in the recognised departments and we hope our customers have enjoyed their experience interacting with us.