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CS3 Case study. Student giving feedback in PCB

Customer Service Excellence 2019 – 2020: Did you know? Campaign

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It became apparent that customers do not fully understand the breadth of work produced by the Print & Copy Bureau, through feedback from our customer service working group and from staff working directly with customers.

To tackle this, we decided to create and run a working group to deliver the campaign.

The group collated a variety of interesting facts from our customer service working group, which were then shared and discussed with all our staff for full inclusion. A Multi-Media Team meeting was held to determine strategy and delivery, and to ensure consistent and accurate messaging across all channels, including our screens.

We also carried out focused customer surveys and explored the engagement and feedback received from our customers through our social media channels. This enabled to gauge the success of this work.

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