| 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. |
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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 |