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Qualification Details

Level 2 Customer Service

Program Overview

The Customer Service in Facilities Management certificate is a short, face-to-face course that provides students with the knowledge and skills they need to provide excellent customer service in a facilities management setting. Students will learn how to communicate effectively with customers, resolve customer issues, and exceed customer expectations.
    Module 1: Introduction to Customer Service in Facilities Management
  • Define customer service and explain its importance in facilities management.
  • Identify the different types of customers in facilities management.
  • Understand the different factors that influence customer satisfaction.
  • Apply customer service principles to facilities management practices.
    Module 2: Communicating with Customers
  • Communicate effectively with customers in a variety of settings, including face-to-face, over the phone, and in writing.
  • Listen actively to customer concerns and needs.
  • Provide accurate and timely information to customers.
  • Resolve customer issues in a professional and courteous manner.
    Module 3: Resolving Customer Issues
  • Identify and diagnose customer problems.
  • Develop and implement solutions to customer problems.
  • Follow up with customers to ensure that their problems have been resolved.
  • Escalate customer problems to management when necessary.
    Module 4: Exceeding Customer Expectations
  • Go the extra mile to meet and exceed customer expectations.
  • Anticipate and address customer needs before they become problems.
  • Build and maintain positive relationships with customers.
  • Provide a personalized customer service experience.
  • High school or equivalent
  • Strong communication and interpersonal skills
  • Interest in the course topic
  • Good level of English
25 GLH