List of Articles

Experience of managing a one-stop-shop for information services in Higher Education.

Closing the Service Quality Gaps
Developing our CRM System
How Our CRM Improve Enquiry handling
Developing our Core Competencies
Information Service Core Competencies
Developing Our Services Values
Our Key Performance Areas
Referring Enquiries and Requests
Understanding Student-Customer Expectations
Managing Student Customer Expectations
Cross-Cutting Services
Internal Customer Service
Showcasing our Services
Work-shadowing at the One-Stop-Shop
Student Satisfaction with the One-Stop-Shop
Driving Service Improvement using Feedback from Students
Understanding Our Service Quality Gaps
Student-Centred Dimensions of Service Quality
Supporting the Undergraduate Student Journey
Student-Centred Customer Service Standards
Developing Student-Centred Customer Service Staff
Enquiry Handling Decision Making Model
Enquiry Handling Management in SSiD
Service Offer to Students
Delivering Student-Centred Customer Service
Just the Facts: Our Service Delivery Statistics
The One-Stop-Shop for Student Services
A History of the Student Services Information Desk
Our Student-Centred Information Service Model