Customer Service in Facilities Management

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Questions and Answers

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?

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?

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?

Always seek improvement in customer service quality. Signup and view all the answers

What is a key aspect of listening to customers according to the tips provided?

Taking notes during calls to understand customer needs. Signup and view all the answers

What could happen to a department lacking good customer service?

It could be outsourced or made redundant. Signup and view all the answers

What is a consequence of making promises that cannot be kept to customers?

It can lead to customer dissatisfaction and loss of trust. Signup and view all the answers

Which of these behaviors is critical for achieving customer service success in FM?

Ensuring customers have multiple channels for feedback. Signup and view all the answers

What should you avoid asking when returning a customer call?

What time do you want the service? Signup and view all the answers

Why is it important to repeat a customer's name at the end of the call?

To make the customer feel wanted and special. Signup and view all the answers

What is a suggested action when dealing with customer complaints?

Set deadlines for taking action on the complaints. Signup and view all the answers

How can a service representative convey friendliness over the phone?

Smile while talking to project warmth through voice. Signup and view all the answers

What is one way to ensure staff provide effective customer service?

Train them to know products and common customer questions. Signup and view all the answers

What does 'going the extra mile' in customer service involve?

Making additional efforts that customers will notice. Signup and view all the answers

What does it mean to 'throw in something extra' for a customer?

Providing additional services for free. Signup and view all the answers

What is a key characteristic of customer service that starts with a smile?

Creating an inviting, positive interaction. Signup and view all the answers

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.