You Said, We Did: Customer Services

You said: After feedback from our 'Be Considerate' campaign, you told us you would like to see a mixture of drop-in and bookable study spaces.

You said: The reduction in opening hours over the summer at Curzon and Mary Seacole Library disadvantaged those from January cohorts whose academic year runs differently.

We have recently reviewed 24/7 opening with BCUSU, and after May our overnight figures are so low that we feel it is hard to justify remaining open for extended hours. Curzon Library is still open late over the summer and we’re glad you have been able to make use of our facilities.

 You said: You wanted to keep your books for longer

We have introduced the auto-renewal function where your books will automatically renew until reserved by someone else or you reach the end of your course.

You said: I am particularly impressed with the online chat service as each time I have connected with a librarian their response time has been brilliant and every single one of them have gone the extra mile to help me. 

 

We take our customer service delivery very seriously.

Therefore it is always nice to hear when our staff and services are appreciated. I have passed on the sentiment to the Customer Services team.

You said: You are unable to reserve books for collection at Curzon Library that are showing as available there.  You are based away from campus and would appreciate this option.​

We understand that this can be frustrating, however the implications on staff workload would be immense if we offered a click-and-collect service for books, and we don’t have the resources to offer this at the moment.

You said: You are an alumni member of Curzon Library and you are frustrated at being asked to sign in at the security desk when you have already registered with the library.

Currently, the cards we issue to external library users are not ‘chipped’ for access through the security barriers – they are just for borrowing items within the library. Security therefore have to sign you in as a visitor in order to allow access into the main building for health and safety reasons. 

You said: I cannot praise the library staff enough. Staff at the help desk are always friendly, pleasant, cheerful and very helpful. They have always dealt with my queries in an efficient and timely way, their manners are impeccable and they all make being a student at BCU a great experience. I feel library staff are often overlooked and therefore wanted to ensure they are given some recognition for the hard work they put in to provide such a brilliant service. I wanted to express how impressed I have been with the entire library team.

 

We take our customer service delivery very seriously as recognised by our recent reaccreditation of a nationally recognised Customer Service Excellence award. It is always wonderful to hear when our staff and services are appreciated. We have passed on the sentiment to the library team.

 

You said: The inter-library loans team have really helped me when I've struggled to locate journal articles and they've ordered books I've requested. All the inter-library loan team are wonderful in showing patience and understanding and they provide a valuable service.

 

Thank you very much for your positive feedback. We have passed on your sentiments to the team.

 

 

 

 

You said: I had to contact the library about inter-library loans I had. I was really pleased with the help the library staff gave me. Please let them know how much their help was appreciated.

 

Thank you very much for your positive feedback. 

 

 

 

 

You said: Throughout my course I have received excellent support, advice and guidance from the library team at Curzon and Seacole. In particular Library staff have been a great help with ILLs which have made my work possible. Thank you

 

We take our customer service delivery very seriously. Therefore it is always nice to hear when our staff and services are appreciated.

I have passed on the sentiment to the Customer Services team and to the Head of Library Systems & Resource Administration (ILLs team).

 

You said: BCU library staff have demonstrated excellent customer service and exceeded expectations. Please continue to provide a brilliant service and I hope this feedback encourages you to maintain your excellent customer service skills!

We take our customer service delivery very seriously as acknowledged by our attainment of a nationally recognised, Customer Service Excellence award.

Therefore it is always nice to hear when our staff and services are appreciated. I have passed on the sentiment to the Customer Services team.

Thank you again and I hope you continue to benefit from our resources, services and support.

You said: A particular Security Officer at Mary Seacole Library is always friendly and approachable.

We also appreciate their work and they are very popular with staff and students. We will pass on your compliment.