This unit considers the importance of customer service in Facilities Management and how best to manage your customers.
Courses are held in Leeds and Manchester.
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.
This course is aimed at people already managing day-to-day Facilities Management operations who want to improve their relationship with their customers.
If you want to know more about how to manage and improve the level of service that you offer and what tools you can use to do so, this course is for you.
It’s also ideal for those who are studying for their IWFM Level 4 qualifications, perhaps by distance learning, who would like some face-to-face tuition to support their studies.
Although this course is open for anyone to attend and is not assessed, the content has been developed in line with the IWFM Level 4 unit FM4.19 – Understanding sustainability and environmental issues and their impact on facilities management.
This makes it ideal for IWFM qualification learners who are looking to support their studies with face-to-face tuition.
For those who are not currently studying for a qualification, there is the option to undertake the assessment for the FM4.19 unit. This will then count towards a qualification if you choose to undertake one in the future.
