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.”
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
The service consists of two main teams: the Student Communications Team which sends out hundreds of messages to tens of thousands student each year and Student Enquiries Team which deals with hundreds of thousands of enquiries a year.
In both areas we have established a reputation for providing high quality to service to students and their supporters. Continue reading
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
We are an information service that communicates thousands of general university messages to students and answers the majority of their face to face enquiries. As a service we are here to support the learning environment and help students with general student-related information and administration requirements. Continue reading
We are committed to using feedback from our students to drive improvement in our services and demonstrate clearly that we take action based upon their feedback. Over the years we have found ways to improve the process of collecting, analysing and acting on their feedback. Continue reading
Although 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