Chapter 4

Customer Service in a 24/7 Environment

The Exeter Experience

Roxanne Crabb,    University of Exeter, UK


This chapter outlines the introduction of a front-line “roving” support service at the University of Exeter, exploring how goals and training priorities for roving staff have developed since their initial inception. Its timeline of 2010–December 2013 also covers the transformation of Exeter’s Main Library to become part of the Forum complex, a space now accessible 24/7, 365 days a year. The chapter suggests that roving is a valuable way to enhance customer service in a 24/7 context, since mobile support staff are best placed to foster an ethos of supported self-service. The role of effective marketing in supporting this model ...

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