Events

Customer Focused FM (Code 807CUST)

8th July 2008 (9:00AM)

Location	Central London
Contact	Teresa Mulligan
Email	info@bifm-training.co.uk
Tel	020 7404 4440
Website	www.bifm-training.com
Details	Developing a Customer Focused FM Service Aim To give Facilities managers the knowledge and skills to develop a customer focused facilities management service. Objectives By the end of this course you will be able to describe: How to manage the interface between your role and the services your customers need to support their activities How to be customer-focused, and to balance the need to be cost-effective with your customers’ service requirements and expectations Key issues that define the service culture and the responsibility we have to our customers The ways in which customer relationships can be managed, evaluated and improved How to assess customer requirements and satisfaction levels The use of Key Performance Indicators KPI’s The need to develop effective Service Level Agreements (SLA’s) Ways to monitor staff and contractors to ensure that service levels are achieved The importance of some sensitive soft issues where inappropriate management can cause problems with customers Institute of Leadership and Management Endorsed Award This course has been endorsed by the Institute of Leadership and Management, and delegates can take a short assessment at the end of the day, for which successful candidates will receive an ILM Endorsed Award Certificate Description As facilities managers, our role is to manage the interface between our customers and the functions and services which they need to support their core business or activities. This means we need to be customer-focused, concentrating on balancing our own drive for cost-effectiveness with our customers’ service requirements. This course covers understanding the service culture; delivering a customer focused service; assessing customer requirements and satisfaction levels; and the importance of soft issues.
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