Customer Service Excellence (CSE)

We are committed to providing an excellent service for our students, staff and visitors and are currently undertaking a university-wide project to improve the way we deliver our services across all areas of our university.

With your support, we will be undertaking the formal assessment in May 2013.

Within this page, you will be able to follow the progress of the project, access information relating to customer service and the standard, access resources to assist with customer service delivery, and share good practice and examples of excellence from around our university.

We recognise the value that each of us contributes to providing a positive customer experience and welcome your feedback, comments, and queries relating to all aspects of customer service at our university.

Customer Service Excellence at Leeds Metropolitan

Identifying our customers

We have identified our four main customer groups as:

Potential Students
Students
Staff and Governors
External

CSE Initiatives - What have we been doing?

We have provided customer experience training to hundreds of colleagues

We have established a university-wide process for inviting comments, compliments, and concerns
Look for the What's Your View logo on our website and around campus.

We have introduced a university-wide format for email signatures, out of office replies, call forward processes, and answerphone messages
As part of our guidelines and protocols, we now have a guide to email communication which is available as an online resource on the Communications web page.

We now include customer expectations in tendering and contracting processes
We now ask all potential suppliers to tell us about their customer service approach in their tender submission.

We have developed of a set of corporate service standards
Click here to read our Customer Service Statement

Process improvements
The following process improvements have been identified through consultation with internal and external stakeholders. These are more complex projects which will undergo a comprehensive process improvement review in order to identify and implement improvements that will positively impact the customer experience: