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CSGUK Annual Conference 2014

What does excellence really look like? Tangible examples of quality in Customer Service

CSGUK Annual Conference - 14th November 2014

Magic Circle, Euston, Central London







We all aspire to provide excellent customer service, but what does excellence really look like? How do we work out what excellence means in our institution, and how do we attain it? If we are delivering quality – how do we know and how do we prove it?


Customer Services Group UK (formally the M25 Customer Services Group) explored these themes at our first National conference in a truly enchanting venue.


We were delighted to have two senior leaders from within HE as our keynote speakers. Ian Creagh (Head of Administration and College Secretary at King’s College London) opened the conference with a discussion on the importance of organisational culture in establishing excellence. Jenny Share (Secretary and Registrar at Leeds Beckett University) had been a part of a rare achievement in achieving accreditation for Customer Service Excellence across the whole institution, and so provided an inspiring start to our afternoon.


Throughout the day we had award-winning speakers from both HE and the public sector discussing the tangible changes they made to achieve excellence. There was time to network with colleagues, to find out about the work of the CSG and get involved, and even a small exhibition with training providers and accreditors who spoke about gaining recognition for your work. Now that’s magic!

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