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Quality in Customer Service


Group Aims


The Quality in Customer Service task group is responsible for:


  • Exploring and identifying methods of analysing and measuring service quality

  • Exploring and identifying best practice in the delivery of quality and excellence in customer services both inside and outside the sector

  • Exploring, identifying and sharing best practice in selecting, recruiting and developing quality customer service teams both now and in the future

  • Sharing information and best practice in the area of quality in customer services.



Group Members


The Quality in Customer Service Group are:


Christina Lewis (chair), University for the Creative Arts

Kevin Ashby, Imperial College London

Laura Byrne, University of Roehampton

Richard Collings, London School of Economics

Sean Goddard, University of Sussex Library

Danielle Lawson, Northumbria University

Derek Mackenzie, City University London

Jane Reynolds, Bristol University

Carol Sadlowski, Royal Holloway University of London

Laura Simmons, London Metropolitan University

Clare West, University of Surrey



Contact the group chair, Christina Lewis, if you would like more information.












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