CRM Improves Enquiry Handling

Our Customer Relationship Management system, webGRACE provides us with rich information and useful information about our service activity. It reports not only how many students we have served but who they were, when on how they accessed our service and which of over two hundred enquiries or requests were made. Continue reading “CRM Improves Enquiry Handling”


Developing our Core Competencies

These are the questions I think we should reflect upon to get a greater understanding each of our information service’s core competences with a view to develop them for the challenges of the future. Continue reading “Developing our Core Competencies”

Information Service Core Competencies

A core competence is “a bundle of skills and technologies rather than a single discrete skill or technology.” (Hamel and Prahalad)

From my observation the Student Services Information Desk (SSiD) has a specific set of core competencies that deliver additional value to students and their supporters which are difficult to imitate. These are described below.


Continue reading “Information Service Core Competencies”

Developing Our Services Values

As an information service we are always looking at ways we can understand and improve the quality of service we provide to students and their supporters.

SSiD Service Values

We have developed our service value statement collaboratively as a team to make sure that the values that have served us well in the past continue to underpin our service delivery well into the future. Continue reading “Developing Our Services Values”

Our Key Performance Areas

Service Delivery

We recognise that we need to continue to improve the quality, speed and effectiveness of our delivery to service users. To this end we will:

  • Continue to grow our capacity to be a “One Stop Shop” by anticipating and exploiting opportunities to develop, co-create or provide student related information and services.
  • Commit ourselves to develop a motivated, engaged staff through opportunities for increasing product knowledge and empowerment, customer service skills and other relevant staff development.
  • First line of student support
  • Improve our signposting and referral service to specialists in the department/University

Continue reading “Our Key Performance Areas”

Referring Enquiries and Requests

SSiD is one-stop information service that handles general, student related enquiries and requests. On occasions we are unable fully answer an enquiry or meet a request. This is when we need direct someone to a different place or person for information, help, or action, often to a person or group with more knowledge or power.

Enquiry handling

Continue reading “Referring Enquiries and Requests”

Understanding Student-Customer Expectations

Understanding expectations

Understanding expectations is important to how we manage student-customer relationships. In a commercial environment, customers would go elsewhere if they do not like the service they are being provided. For students, however, it is a very different situation because the exit costs from one supplier (University) to another are prohibitively high. Continue reading “Understanding Student-Customer Expectations”