The Customer Service Excellence Standard allows us to self-assess our capability and our performance throughout the academic year, to make sure we are committed with our service standards and identify area of continuous improvement. CSE is designed to encourage us to drive changes and improve services based on an in-depth understanding of our customers and customers’ feedback. This has led to higher customer satisfaction and positive changes we have made at Student Services Centre across 3 campuses. At City, we have made major structural changes to the Front Desk configuration for better engagement with students while also providing more confidential spaces. With the Front Desk + initiative, SSC staff are providing a more personalised and 1 to 1 service when students are distressed or in discomfort. The new Student Services Centre at Clifton offers students a wide range of services and a modern, friendly space right in central location of campus.

SSC staff are encouraged to actively promote and participate in the customer focused culture of the department by getting involved in the assessment process for CSE. SSC staff have regularly reflected on the training program they have taken to deliver better customer services and exchanged knowledge and experience in dealing with difficult situations.