Program Overview

This training program is designed to strengthen customer service excellence within Facility Management (FM) teams. It focuses on building professional communication, service mindset, problem resolution, and relationship management skills required to deliver high-quality services to tenants, occupants, clients, and stakeholders.

Training Objectives

By the end of this program, participants will be able to:

• Understand the role of customer service in facility management
• Communicate effectively with occupants and clients
• Handle complaints and service requests professionally
• Manage expectations and service level agreements (SLAs)
• Demonstrate a proactive and service-oriented mindset
• Improve customer satisfaction and retention

Program Structure

Module 1: Customer Service Fundamentals in FM

• What customer service means in facility management
• Internal vs. external customers
• Impact of service quality on FM contracts and reputation
• FM service touchpoints (helpdesk, site visits, emergencies)

Activity:

• Identifying customer expectations in FM environments

Module 2: Communication Skills for FM Professionals

• Verbal and non-verbal communication
• Professional telephone and email etiquette
• Active listening techniques
• Communicating with technical and non-technical customers

Role Plays:

• Handling service requests at helpdesk
• Explaining technical issues in simple language

Module 3: Managing Complaints & Difficult Situations

• Understanding customer emotions and behavior
• Complaint handling process (Acknowledge, Analyze, Act, Follow-up)
• De-escalation techniques
• Managing angry or demanding customers

Case Studies:

• HVAC downtime complaints
• Cleaning quality issues
• Power and water outage incidents

Module 4: Service Level Agreements & Expectation Management

• Understanding SLAs and KPIs in FM contracts
• Response time vs. resolution time
• Managing scope limitations professionally
• Saying “No” positively

Exercise:

• SLA-based decision-making scenarios

Module 5: Customer Experience & Service Mindset

• Building a customer-centric culture
• Ownership and accountability in service delivery
• Professional behavior and appearance
• Ethics, respect, and diversity awareness

Activity:

• Identifying moments of truth in FM services

Module 6: Teamwork & Coordination in FM Services

• Coordination between hard and soft services
• Communication with vendors and subcontractors
• Escalation procedures
• Documentation and service reporting

Workshop:

• End-to-end service request journey mapping

Module 7: Technology & Customer Service in FM

• Helpdesk systems and CAFM tools
• Service request tracking and closure
• Customer feedback systems
• Using data to improve service quality

Hands-on:

• Logging, tracking, and closing service requests

Module 8: Health, Safety & Professional Conduct

• Safety-first approach during service delivery
• Site etiquette and customer interaction rules
• Confidentiality and data protection
• Emergency communication protocols

Practical Activities

• Role plays and simulations
• Real FM case studies
• Group discussions
• On-the-job behavior exercises

Assessment & Evaluation

• Participation and role-play performance
• Scenario-based assessments
• Pre- and post-training evaluations
• Customer satisfaction improvement tracking

Expected Outcomes

• Improved customer satisfaction scores
• Reduced complaints and escalations
• More confident and professional FM staff
• Stronger client relationships
• Consistent service delivery aligned with SLAs

Course Duration

• 24 Hrs / 3 Days