Service Design Seminar

15.40 – Wednesday 5th July

Designing For Excellent Customer Service

Identifying and addressing the components that make for excellent customer service. Looking at your people implications to deliver excellent service. The use of the Customer Service Excellence Standard to drive and validate your journey to excellence.

Neil Potentier, Customer Service Excellence Assessor and Practitioner, Assessment Services Ltd

Neil is an experienced management consultant, management trainer and Investors in People Assessor/Adviser with experience of working in a wide variety of organisations at all levels. His past positions include Chief Executive of a charity, Managing Director of a private training provider, Chairman and Managing Director of own company and senior manager/consultant in a local authority. More recently Neil was a champion of customer excellence and an approved Customer Service Excellence assessor and Merlin assessor.

The Word, South Shields

The Word is a state of the art visitor centre and Library in South Shields. The Word was built to kick start the regeneration of the town.¬†Julia will talk about the decisions that were made during the design process, the unique features of the building and it’s success since opening.

Julia Robinson, Principal Librarian, South Tyneside Libraries

Julia has been a Librarian for almost 20 years, beginning her career in the NHS before moving to South Tyneside Council in 2003. Julia has had many roles in her time at South Tyneside Libraries, starting out as a Cataloguer and becoming Principal Librarian in 2016. During 2016 South Tyneside Libraries moved their Central Library to The Word, which is the catalyst for regeneration of South Shields Town Centre.


Making your service sight loss friendly 

There are 2 million people in the UK who experience sight loss and this is set to increase as our population ages. With some thought, libraries can be one of the most supportive of services in terms of keeping people mentally active and in touch with the wider world. This session will examine some of the ways in which we can make our buildings and our resources more sight loss friendly.

Mark Freeman, Libraries and Heritage Services Manager, Stockton-on-Tees Borough Council

Mark Freeman has over 35 years of experience working in Public Libraries and is currently Libraries and Heritage Services Manager in Stockton-On-Tees in the North East of England. He is also Chair of the independent charity, Share the Vision, which works to improve library services for people who have sight loss and other visual disabilities.

Session Chair: David Lindley, Director, Designing Libraries 

David is the Director of Designing Libraries, a Community Interest Company and web-based resource with an international perspective that keeps track of trends in the design of library spaces and how those reflect the changing service offer and the way people use libraries. He has previously worked as an independent marketing and branding consultant in the libraries sector.