Podcast
Questions and Answers
What is a primary role of a facility manager in relation to customer service?
What is a primary role of a facility manager in relation to customer service?
- To select inexpensive solutions for customer service.
- To ensure effective communication to meet customer needs. (correct)
- To create an environment that discourages clients.
- To limit customer interactions to only essential services.
Why is it important to choose appropriate uniforms for FM staff?
Why is it important to choose appropriate uniforms for FM staff?
- To save on the overall cost of the department.
- To project a professional image and team identity. (correct)
- To create a casual atmosphere for customer interactions.
- To allow staff to wear whatever they find comfortable.
What is one of the tips for providing excellent customer service mentioned?
What is one of the tips for providing excellent customer service mentioned?
- Encourage customers to voice their complaints only in writing.
- Promise delivery times even if they cannot be guaranteed.
- Answer the phones and ensure they are always attended. (correct)
- Always exceed customer expectations.
What should facility managers consistently aim to do for customer retention?
What should facility managers consistently aim to do for customer retention?
What is a key aspect of listening to customers according to the tips provided?
What is a key aspect of listening to customers according to the tips provided?
What could happen to a department lacking good customer service?
What could happen to a department lacking good customer service?
What is a consequence of making promises that cannot be kept to customers?
What is a consequence of making promises that cannot be kept to customers?
Which of these behaviors is critical for achieving customer service success in FM?
Which of these behaviors is critical for achieving customer service success in FM?
What should you avoid asking when returning a customer call?
What should you avoid asking when returning a customer call?
Why is it important to repeat a customer's name at the end of the call?
Why is it important to repeat a customer's name at the end of the call?
What is a suggested action when dealing with customer complaints?
What is a suggested action when dealing with customer complaints?
How can a service representative convey friendliness over the phone?
How can a service representative convey friendliness over the phone?
What is one way to ensure staff provide effective customer service?
What is one way to ensure staff provide effective customer service?
What does 'going the extra mile' in customer service involve?
What does 'going the extra mile' in customer service involve?
What does it mean to 'throw in something extra' for a customer?
What does it mean to 'throw in something extra' for a customer?
What is a key characteristic of customer service that starts with a smile?
What is a key characteristic of customer service that starts with a smile?
Flashcards
Use the customer's name
Use the customer's name
In customer service, it's crucial to personalize interactions by remembering and using the customer's name throughout the conversation.
Handle complaints efficiently
Handle complaints efficiently
When dealing with customer complaints, address the issue promptly and professionally. Promise a resolution within a reasonable time frame.
Start with a smile
Start with a smile
A warm greeting, whether in person or on the phone, sets the stage for a positive customer service experience.
Respond quickly to queries
Respond quickly to queries
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Train staff for knowledge
Train staff for knowledge
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Go that extra mile
Go that extra mile
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Throw in something extra
Throw in something extra
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Empower staff for decisions
Empower staff for decisions
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What is Customer Service?
What is Customer Service?
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How does customer service relate to the FM department?
How does customer service relate to the FM department?
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Why are uniforms important for customer service?
Why are uniforms important for customer service?
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How does the FM department provide good customer service?
How does the FM department provide good customer service?
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What is the importance of answering phones quickly?
What is the importance of answering phones quickly?
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Why is it important to keep promises?
Why is it important to keep promises?
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Why is listening essential for customer service?
Why is listening essential for customer service?
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Why is great customer service essential for the FM department?
Why is great customer service essential for the FM department?
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Study Notes
Customer Service in Facilities Management
- Facilities managers create an environment pleasing to clients and customers.
- Customer service is caring for customer needs through professional, helpful service, and assistance before, during, and after the customer's needs are met.
- A key aspect of successful customer service is creating a positive first impression.
- A professional-looking, company-branded uniform projects a good image and a sense of team identity.
- Maintaining a good reputation is crucial; customers should trust services, leading to repeat business.
- High-quality customer service can prevent a department from being outsourced.
Tips for Excellent Customer Service
- Answering phones: Ensure helpdesk phones are always answered promptly. Use call routing systems for calls that aren't answered immediately. Train staff in telephone etiquette.
- Keeping promises: Meet deadlines and fulfill commitments.
- Active listening: Listen carefully to customer needs; take notes during calls. Avoid unhelpful phrases like "What time do you want the service?" or "What was your name?"
- Handling complaints: Take complaints seriously; set timetables to address them effectively to retain customer trust.
- Friendliness and respect: Greet customers warmly, both in person and on the phone.
- Helpful assistance: Respond promptly to service requests. Guide the customer in the right direction when possible.
- Knowledge of products/services: Train staff to know the products/services thoroughly and answer common questions accurately.
- Going the extra mile: Offer extra services or assistance to exceed client expectations
- Additional extras: Offer something extra without raising the price, like a small gift or bonus.
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Description
Explore the fundamentals of customer service in facilities management. This quiz highlights the importance of creating positive first impressions and maintaining a good reputation among clients. Learn key tips for delivering excellent customer service and enhancing client satisfaction.
