Cross-Cutting Services

Although are main customers are students, over the years we have sought new ways to work with colleagues by cutting across traditional boundaries and linking separate interests. This approach has been driven in some ways by Jan Carlzon’s maxim “If you’re not serving the customer, your job is to be serving someone who is.”

cross-cutting-1

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Internal Customer Service

Internal Customer

The Student Services Information Desk (SSiD) is service that provides general student related information to students and their supporters through a range of communication channels including a walk in centre that deals with over 120,000 face to face enquiries and a web presence that has 12 million views a year.

To serve our student customers effectively we work very closely with many colleagues across the University (our internal customers). We support them by providing information services and in two main areas – managing general student messaging and enquiries. Continue reading

Work-shadowing at the One-Stop-Shop

Connections

Work shadowing is a powerful tool for strengthening collaboration with our colleagues across the University helping us in SSiD provide a more joined-up experience for students.

For most students, we are the first point of contact for a wide range of general student related information. As a “One Stop Shop” of student services’ it is important that we have an understanding of university-wide procedures and keep as up-to-date as possible with changes as they occur. Continue reading

Understanding Our Service Quality Gaps

Service Quality GapsAlthough we have a long standing reputation for high levels of student satisfaction we try not to become complacent about our service delivery. Over the years we have used the ‘Service Quality Model’ developed by Parasuraman et al (1988) to help us explore and discuss any potential shortfall of performance.

Gap 1: Research

This gap arises is where our perceptions of student-customer expectations do not match the service they expected. That is, we have offered a service to a student which does not meet their needs or wants. Continue reading