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United Kingdom - 04/09/09 Dudley College Takes Customer Service to a New Level with Latest Success On 15 June 2009, following a successful assessment by SGS United Kingdom Ltd, Dudley College achieved Customer Service Excellence (CSE). The Government standard helps public service organisations ensure they put their customers at the core of what they do. Dudley College is a Further Education college with a vision to provide outstanding learning opportunities to its local community. The college offers further and higher education courses to a diverse range of customers that includes school leavers, adult learners, international students and local employers. “We chose to be assessed against the Customer Service Excellence standards because, having held Charter Mark certification for some years, we wanted to continue our recognition for providing excellent customer service,” says Hilary Jakovlevs, Director of Standards and Performance. In preparation for the award the college drew on the collective experience of key stakeholders, which included staff, students, student union, governors, trade unions and college management. “To prepare for the assessment, we completed a comprehensive self assessment against the CSE criteria and created a working group to review and collate the evidence,” says Hilary. SGS contributed in an advisory role at the pre-assessment stage and completed a desk review of all the evidence. “We used SGS because they had already assessed us previously against the Charter Mark standard and we found them to be reliable, consistent and helpful with any queries we had. They also supported us throughout our assessment.” Hilary is sure that the new standard will reinforce the college’s customer focus. “CSE recognition demonstrates to our stakeholders, customers and clients that we are fully committed to service excellence by having a good understanding of our customer base and their requirements.” “The transition of Dudley College to the higher standards required by ‘Customer Service Excellence’ is noteworthy as it has been undertaken in an environment of necessary change within the college,” adds SGS Customer Service Excellence assessor, Bob Waddle. The college plans to maintain its newfound certification for the foreseeable future. SGS United Kingdom Ltd SGS House 217-221 London Road Camberley GU15 3EY 01276 697999 01276 697696 Email SGS UK SGS United Kingdom The SGS Group is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With more than 56,000 employees, SGS operates a network of over 1,000 offices and laboratories around the world. |
