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Customer Services Statement

Library & Digital Support (LDS) is committed to maintain and improve our customer service standards. We aim to build strong relationships with our customers in the pursuit of high-quality customer service provision.

We commit to:

  • Provide a friendly, professional service whether face-to-face, via written communication or by telephone
  • Ensure our staff are easily identifiable in order to promote customer engagement
  • Operate in a transparent manner, communicating clearly and openly where possible, but with due respect for customer confidentiality
  • Treat all our customers fairly and with respect
  • Work in partnership with our customers to deliver quality services that are accessible to all
  • Resolve enquiries at first point of contact or provide technological, knowledge-based and/or expert referral services, as appropriate
  • Educate customers to access and utilise all available information, self-service resources and digital services in order to become self-sufficient and independent learners
  • Monitor our service level performance
  • Develop our staff to ensure they have the necessary skills and expertise
  • Provide an accessible, comfortable and safe learning environment
  • Encourage and follow-up customer feedback to inform and further develop our service quality
  • Ensure a customer services strategy is included in all LDS service plans

We expect our customers to:

  • Behave in a respectful, non-abusive and non-threatening manner
  • Treat staff and other library users with courtesy, and respect the library stock and environment
  • Take advantage of available self-service resources and digital services
  • Take responsibility and be proactive in reporting issues
  • Engage with our staff and provide timely feedback, as appropriate
  • Abide by the Library Rules/Regulations.


Modified 09/09/2019