Enquiry Handling Decision Making Model

Enquiry Decision

When managing a service that deals with hundreds of thousands of general enquiries and requests a year, in a large company,  it helps that you have a simple way of deciding how you should respond to enquiries.

I have developed the following model to be used as a tool and for discussion in the team.

In deciding whether we need to respond directly to a particular enquiry we need to consider two things: Continue reading “Enquiry Handling Decision Making Model”


Enquiry Handling Management in SSiD

Enquiry handling options

The Student Enquiries team in SSiD (Student Service Information Desk) handles hundreds of thousands of general student related enquiries a year – many on behalf of colleagues elsewhere in the University. When we are unable to fully answer an enquiry we refer or signpost to other information sources, self-help resources and specialist services. We are committed to make sure that if we do direct a student someone else it is the right place.

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Service Offer to Students

The Student Services Information Desk (SSiD) is an information service for general student related issues. In collaboration with colleagues, we aim to coordinate central communications to students and answer the majority of face to face student related enquiries.

Convenient Means of Accessing our Service:

Walk in Student Centre: Based in the Students’ Union building past, present and future students are able to get most answers and documents on a single visit.

Contact Centre: The SSiD Contact Centre supports our interaction with students and their supporter over a variety of media, including telephony, e-mail, social media, internet chat and other online systems Continue reading “Service Offer to Students”

Delivering Student-Centred Customer Service

SSID is an information service that handles over 100,000 face to face enquiries and requests a year. Our goal is to provide high quality service to our students. One way we achieve this, is by applying traditional customer service techniques in a student service environment.

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Just the Facts: Our Service Delivery Statistics


Just the facts

The footfall counter in SSiD tells us that we have 130,000 visitors to the one-stop-shop each year. However we only manage to record about 50,000 of those visits. So statistics that we can share only tell part of the story but that is the part I am going to tell in this article.

There are two main ways we collect data about the service. The first is the data recorded by people (staff) in their day to day activity. The second, machine generated is where data is collected by robots measuring things like web and digital and social media interaction. Continue reading “Just the Facts: Our Service Delivery Statistics”

One-Stop-Shop for Student Services

Enquiry handling

By providing many services in one place, the Student Service Information Desk (SSiD), located on Level 3 of the Students Union building, offers students the convenience of meeting all of their needs in one stop.

The concept of one-stop-shops evolved with the rise of the first supermarkets. The stores sold products that used to be provided by individual specialist suppliers: butchers, bakers, greengrocers, etc. Nowadays large supermarket chains provide a vast range of products and services from clothes and electrical goods insuance and banking services. Continue reading “One-Stop-Shop for Student Services”

A History of the Student Services Information Desk

The ground-breaking SSiD opened its doors to students for the first time in 1997. One of the first of its kind in the UK SSiD was designed to be a “One-Stop-Shop” where the majority of student-related enquiries could be answered. Described at the time as being the “central point for general information on many University services” and the place where the “majority of services offered by Student Services will be dealt with”.

Image of SSiD

Continue reading “A History of the Student Services Information Desk”