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Customer First

What is Customer First?

It’s the quality assurance framework accreditation for the customer service we provide to external organisations.  The University goes through this assessment bi-annually.

What are the benefits of Customer First?

It ensures the delivery of services that customers want and need and ensures that us, as the provider, deliver our promises.  Customer First thereby ensures we are continually striving to improve service delivery and also allows us access to funding.  It does therefore ensure we remain competitive with other HEI’s.

What criteria do we need to meet to gain Customer First accreditation?

There are 32 criteria within the Customer First quality framework split into 3 areas of compliance:

  • Customer Relationships
  • Market Awareness
  • People

As part of the accreditation we complete what is known as the Self-Assessment Document.  All members of staff in scope across the University will look carefully at which of the criteria they think they need to meet and assess the best way to meet those criteria, thereby providing the best possible service to our customers.

Some basic good business practice things you should be doing include:

  • Putting your phone on voicemail when away from your desk, at a meeting, or away from the University.  This should be a personal message recorded by you, not the generic message.
  • Use “Out of Office administrator” on email.
  • Make sure your website is up to date with, for example, staff profiles, telephone numbers etc.

For more information about Customer First please contact Kate Mitchell or Deborah Wills

The awards winner 2012, 13, 14, 15
University of the year 2013
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Athena Swan Bronze Award

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