Havering Council’s library service has once again been acknowledged for exemplary customer service to receive the Customer Service Excellence Award.

This is the second year in a row that the Council has been given the award by SGS, the world’s leading inspection, verification, testing and certification company, which is recognised as the global benchmark for quality and integrity.

The library service scored top marks in the areas of customer service covered in the inspection including customer insight, culture of the organisation, information and access, delivery and timeliness, as well as quality of service.

The service also recently received the e4libraries accreditation for the promotion of beneficial technology in libraries from Book Industry Communication.

Councillor Melvin Wallace, Cabinet Member for Culture and Community Engagement, said:

“Library staff and volunteers really do make such an important contribution in our communities and I’m very proud that they’ve been officially recognised for it again. They really do deserve the recognition.”

In his report, the assessor, Tom Banks, said:

“Havering libraries were found to have a deep understanding of, and commitment to, customer service excellence. The commitment was displayed from senior management levels through to operations and front line staff.”

One thought on “Libraries awarded for excellence in customer service”
  1. It’s so good the council are proposing to dismantle it with reduced opening hours and dumping key staff. Surely the money can be saved in a different and less devastating way? Let’s see if consultation is really effective and a realistic plan B can be adopted without the social costs the original plan will no doubt cause.

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