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Library staff are keeping their customers satisfied - East Renfrewshire Culture and Leisure Trust

Library staff are keeping their customers satisfied

- and they have the certificate to prove it!

Customer Service Excellence award 2016 Displays a larger version of this image in a new browser windowThe Government's Customer Service Excellence Award has been presented to East Renfrewshire Culture and Leisure, who run the local library and information services.

Customer Service Excellence aims to encourage high levels of customer service and provides a unique improvement tool to help those delivering services put their customers at the core of what they do. The award was made to ERCL after libraries were visited, along with staff and customers being interviewed by an independent assessor.

The evaluation of the library service found there were 11 Areas of Compliance Plus, which are practices that exceed the expected standard and are viewed as exceptional, or as exemplar to others.

The report into the libraries stated that ERCL "continue to demonstrate very high levels of customer insight and awareness of customer needs and preferences and are continually building on this through the appropriate use of such as socio-economic and demographic data."

The award was presented to ERCL chief executive, Anthony McReavy by Robert Sullivan, from the Customer Service Excellence organisation.

Mr McReavy said: "We were first accredited with this award in 2007 and have been assessed every three years since then.

"I'm pleased to say that we have been re-accredited on every occasion and we will continue to build on the excellent customer service we offer the people of East Renfrewshire.

"The award is recognition not only of the first-class library and information facilities we provide, but the dedication and expertise of our staff who are doing a fantastic job of assisting the public when they come to our libraries."


Created on 2 August 2016

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