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CSE Case study. Students in PCB

Customer Service Excellence 2019 – 2020: Customer +Plus / While you wait

The Print & Copy Bureau (PCB) attracted a record number of students (13,855) through its doors in the last academic year, requiring printing and/or binding services for their dissertations.

PCB is based in the Roger Stevens Building and has two full-time members of staff who are supported throughout the year by their team colleagues. To assist customers, the Service provides extended weekday opening hours of 8.30am to 5pm and opens from 8am during exceptionally busy periods.

A counter service to meet and greet students and take payment is the first point of contact. If required, staff can offer advice on binding before students print their documents and assist with difficult to

print documents, trying wherever possible to make a very stressful time for students as easy as possible.

Following feedback from customer surveys and consultations, significant improvements have been made to the environment to ensure that PCB is a clean, stress-free and friendly area, with state-of-the-art equipment and software.

The Service recognises the importance of continuous improvement and encourages staff to identify areas for improvement and to develop their skills, especially around customer service.

Staff are proud that customer surveys conducted during the academic year indicate that students value PCB’s competitive service.

Customer testimonial

“I’d like to thank the PCB team for exceptional support. As an off-site PhD student for several years, with requirements for publishing pre/post-examination thesis books, I have relied on your expertise. Every step through the process, from answering my questions via email and phone, timely printing and binding of the books, internal and external distribution of the final product, to billing, was all carried out with professionalism, time-responsiveness, and quality.

Thank you all for a job well done.”

Richard Hoft

PhD Student, School of Electronic & Electrical Engineering

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