Fm4.15 managing customer service in facilities management

Fm4.15 managing customer service in facilities management

The unit fm4.15 managing customer service in facilities management based on the difficult customer service rule within the wider speciality management context. It emphasises the practices and strategies mandatory to effectively meet the expectations and needs of clients while the operational efficiency optimisation and resource utilisation. Customer services in facilities management include multiple aspects such as responsiveness, relationship management, service quality and communication. Initially, the effect of communication is significant for recognising the requirements of clients, conveying offerings of service and addressing prompt concerns. Transparent and clear communication provides trust and certifies alignment between the clients and the team of facilities management. Besides, responsiveness is a significant aspect of the satisfaction of customers. Timely actions on the request of the service, feedback and enquiry also provide the client`s requirement commitment and increase their experiences. An efficient service of delivery minimises that disruption and downtime.

The quality of the service is another significant aspect of customer service management in facilities management. The consistent delivery of high-quality services which exceed or meet the expectations of the client is paramount for maintaining and building optimistic relationships. It also includes the basic service meeting standards as well as the identification of opportunities for innovation and improvement to add value to the operations of the client. Moreover, effective relationship management of the client is significant for long-term facilities management success. Generating strong rapport with the clients includes the recognition of the preferences and objectives of the business. With the help of open communication channels cultivation and active listening to the feedback of clients, the facilities managers may design the services to align the goals of the client and provide loyalty and trust.

Moreover, resource allocation optimisation is significant for the cost efficiency balance with the excellence of service. The facilities managers must allocate the resources strategically such as equipment, materials and manpower to certify the optimal delivery of the service at the time of that using unnecessary expenses and waste. The complete compresses of the unit fm4.15 is on the significance of the customer-centric approach in the facilities management. Moreover, it also provides knowledge into the practices and strategies mandatory to deliver exceptional services to the customers while increasing the efficiency of operations and satisfaction of clients. With the help of prioritising communication effectively, service quality, responsiveness, optimisation and relationship management effectively multiple things. These things include the evolving requirements of the clients and success drive in the facilities management field.

Unit objectives

The significant objectives in unit fm4.15 managing customer service in facilities management are demonstrated below:

• To enhance the Satisfaction of customers by priorities in the strategies to exceed and meet the expectations of customers through responsiveness, service quality and communication.
• To streamline the delivery of the service process by implementing efficient systems and procedures to certify the consistent and prompt delivery of the services in Facilities Management.
• To foster the relationship of clients by maintaining and developing robust client rapport, recognising their requirements and designing the services according to long-term partnership building.
• To optimise the resource allocation by utilising the resources effectively, balancing the cost efficiency with the excellence of service to increase the value for teams of Facilities Management and clients.
• To improve continuously by fostering a culture of ongoing improvement and learning, regular evaluation of the performance metrics and feedback soliciting to increase the adaptation and service standards to evolve the needs of customers.

Learning outcomes

The learners will get credit for the learning through paving all these learning outcomes in unit fm4.15 managing customer service in facilities management.

LO1: Recognise the service culture in the context of facilities management.

LO2: Recognise the way to deliver focused service to customers.

LO3: Recognise the way to identify multiple customers, their requirement assessment and their level of satisfaction.

LO4: Recognise the way to manage and develop the service level agreements.

LO5: Understand the significance of customer relationship management.

Assessment criteria

The assessment criteria of the unit fm4.15 managing customer service in facilities management is demonstrated on the attributes of the learning outcomes, like:

LO1: Recognise the service culture in the context of facilities management.

• 1.1 Elaborate the responsibilities that facilities managers have to fulfil with their customers.
  (Including the delivery of service, service improvement, enhancement of value, and management provision reports)
• 1.2 Elaborate on the methodologies in which the relationship of customers is improved or managed.
  (In terms of the communication methods and general management and including the mechanism which is additional to utilise the contractor`s management such as agreements of service level and key indicators of performance)

LO2: Recognise the way to deliver focused service to customers.

• 2.1 Elaborate on the methodologies in which the relationship of customers is improved or managed.
  (In terms of the communication methods and general management and including the mechanism which is additional to utilise the contractor`s management such as agreements of service level and key indicators of performance)
• 2.2 Elaborate on a variety of communication methods utilised for customer delivery with a focus on customer service.
  (Utilise the examples including review of contract meetings, operational meetings, e-mail, face-to-face, complaint channels, feedback forms job requests, boards, foster communications, messaging, tabletop, and telephones)

LO3: Recognise the way to identify multiple customers, their requirement assessment and their level of satisfaction.

• 3.1 Elaborate on the way to identify the customers and emphasise organisation.
• 3.2 Describe the techniques which facilities managers may use to determine the requirements of customers.
  (Support the justification with examples such as analysis of customers` needs, customer surveys, customer mapping, complaint channels, feedback forms and focus groups)
• 3.3 Elaborate the method through which facilities managers can determine the feelings of customers regarding the service that they receive.
  (Support the expression by utilising examples such as audits and surveys instead of development attempts of the exhaustive list)
• 3.4 Elaborate the way through which facilities managers can use the information which day accommodate for improvement of their services of facilities management.
  (Support the explanation by utilising the examples to exhibit the information of customers which can identify and review the emerging issues and trends and can be utilised for the items of influencing such as SLAs, KPIs, improvement plans, targets, and procedures)

LO4: Recognise the way to manage and develop the service level agreements.

• 4.1 Elaborate the way through which service level agreements are agreed and developed.
• 4.2 Elaborate the tools which can be utilised for performance measurement of service level agreements.
  (Include the tools of KPI which are standards, audits, benchmarking, customer feedback surveys, and customer feedback forms)
• 4.3 Elaborate the way through which service level agreements may be managed so that the stakeholders can recognise the priorities, responsibilities and expectations.
  (Include tools of communication such as customer feedback publication, review meetings, contract content transparency, and P&P)

LO5: Understand the significance of customer relationship management.

• 5.1 Describe the significance of the relationship of customer management in the facilities management concept.
  (Include the requirements to generate long-standing relationships, keep recent customers, increase profit and generate a reputation which attracts clients having potential)
• 5.2 Elaborate on the sensitive areas in the management of customer relationships.
  (Include the HR issues, intellectual issues of property and data protection)
• 5.3 Elaborate on the way through which customers generate confidence and loyalty.
  (Support the explanation by utilising the experience of learners, case studies and examples and add the approaches of partnership)
• 5.4 Elaborate on the way through which customers` relationships are evaluated improved and managed.
  (Support the explanation by utilising the case study example of learners and their own experience)

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