OVERVIEW
The Customer Service Excellence in Facility Management program is designed to equip facility management professionals with the knowledge and skills necessary to provide exceptional customer service. Participants will learn key customer service principles, effective communication techniques, and strategies for resolving customer issues specific to the facility management industry.
At the end of the training, participants would be able to:
- Understand the importance of customer service in facility management.
- Demonstrate effective communication skills to enhance customer interactions.
- Handle customer complaints and inquiries professionally and efficiently.
- Identify strategies to exceed customer expectations and build long-term relationships.
- Apply customer service best practices to enhance the overall facility management experience.
- Typically spans 1 day (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-2 days workshops or extended sessions beyond 3 days).
- Customer Service Representatives
- Operations Managers
- Facility Managers
- Property Managers
- Maintenance Supervisors
- Facility Coordinators
- Administrative Staff
PROGRAM OUTLINE
- MD’s Opening Speech: To set tone/ expectations of service delivery level.
- Program overview and learning objectives
- Icebreaker activity to engage participants.
- Open floor session for both panel & participants to raise questions, idea exchanges, exchange views on issues faced.
- What is considered excellent service level – to align expectations amongst team
- “Ripple Effect” in Customer Service
- How to create a great customer experience
- Crafting ” Customer Promise”
- Customer Promise Pledge
- Building long-term customer relationships
- Review of key concepts and takeaways
- Reflection & action plans
- Official closing by the trainer & main PIC
- Q & A Sessions
- Program evaluation and feedback
- Group photo
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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