Facilities Management BN3040 - Chapter 5 - Customer Service PDF

FACILITIES MANAGEMENT BN3040 Chapter 5 Customer Service  Customer service  One of he job of the facility manager is to create an environment pleasing to clients and customers.  Customer service is the act of taking care of the customer's...

FACILITIES MANAGEMENT BN3040 Chapter 5 Customer Service  Customer service  One of he job of the facility manager is to create an environment pleasing to clients and customers.  Customer service is the act of taking care of the customer's needs by providing  professional,  helpful,  high quality service and  assistance before, during, and after the customer's requirements are met  What does customer service mean to an FM department?  The FM department should help and support the front line team (reception staff) to communicate well with the customers, and give them a quality service.  The first aspect of customer service success is to create a good impression.  An FM uniform gives the impression of a professional service and provides the team with an identity.  Choose colours and styles of the uniform that match the overall image of company, so staff will feel part of the overall institution.  Do not buy cheap materials.  Change uniform once in a while.  What does customer service mean to an FM department?  Thesecond aspect of customer service success is to provide a good customer service.  Makesure that customers trust your product or service, and become repeat customers.  Assume that the customer can buy your services somewhere else so you will always be looking to improve your customer services  Withoutgood customer service, your department could disappear or be outsourced (get work done from outside) completely.  Tips for Providing Excellent Customer Service 1. Answer the phones  Make sure your Helpdesk phone is always answered and set up call groups where the phone will divert to if it is not answered within the first six rings.  Make sure that your staff have all the training they need in terms of telephone answering skills.  Tips for Providing Excellent Customer Service 2. Don’t make promises you can’t keep  You must keep your promises.  If you say you will provide delivery today, then make sure it is there on time.  If there is a repair to be done and you say it will be done by tomorrow, do it today.  Tips for Providing Excellent Customer Service 3. Listen to your customers  Listening means hearing what your customers are saying  Be ready with a pen as soon as the phone rings. Encourage your staff to take notes during phone calls.  Don’t call back a customer saying: “what time do you want the service?” or “What was your name?”  At the end of the call, repeat your customer’s name, which was said only once at the beginning of the call. It makes him feel wanted and special.  Tips for Providing Excellent Customer Service 4. Deal with complaints  Give complaints your full attention and set yourself deadlines for taking action for customer complains  If you give the complaint your full attention, you may be able to please your customer first time and also gain his trust in the future.  Tips for Providing Excellent Customer Service 5. Be Friendly and show respect  Customer service starts with a smile. When you are face-to-face, a warm greeting should be the first thing your customers see and hear when they ask for help.  When handling customer service requests via telephone, a smile can come through in your voice,.  Deal with customers respectfully.  Tips for Providing Excellent Customer Service 6. Be helpful  Respond quickly to all customer queries.  Some response is always better than none so the customer doesn't feel ignored.  Try to point the client in the right direction.  Tips for Providing Excellent Customer Service 7. Train your staff to be knowledgeable  Make sure you, and all of your customer-facing staff, know about your products or services.  Know the most common questions customers ask, and how to answer them so that they are satisfied.  Train your staff so that they can do good customer service  Give every member of your staff enough information and power to make small customer-pleasing decisions.  Tips for Providing Excellent Customer Service 8. Go that extra mile  Show that you’re ready to make a extra effort/work for your customers.  Customers notice when you make an extra effort and will tell other people.  Examples:  Ifsomeone asks the direction to somewhere on the company site, show them on a plan of the site or get someone to take them to the place.  Tips for Providing Excellent Customer Service 9. Throw in something extra  “Throwing in” something means to offer something extra without raising the price.  Customers may like getting something for free.  References Wiggins, J. (2020) Facilities Manager's Desk Reference, Wiley- Blackwell Atkin, B., Brooks, A. (2021) Total Facilities Management, Wiley- Blackwell