You will learn about who your customers are as a Facilities Manager, what your responsibilities are to them and how to manage the relationship with your customers.
You’ll be introduced to ‘customer focused service’ and what that entails in a Facilities Management context.
You’ll learn techniques that Facilities Managers can use to determine customer requirements and how to gather and utilise information from customers to help improve service delivery.
You will learn about Service Level Agreements, how to manage them and how to use them to ensure customer satisfaction.
Finally, you’ll look at the concept of ‘Customer Relationship Management’, including its importance, its risks and its benefits.
