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1. Understand the service culture in a facilities management context.
A/C: 1.1 – 1.2
2. Understand how to deliver a customer focused service
A/C: 2.1 – 2.2
3. Understand how to identify various customers, assess their requirements and satisfaction levels.
A/C: 3.1 – 3.2 – 3.3 – 3.4
4. Understand how to develop and manage service level agreements.
Customer Focus is about getting each and every one of our employees to look at their job through the eyes of our customers and understanding what they must do to add value to our customer's experience. It is about continually listening to the voice of our customers, getting their input and feedback and using this information to make changes which they value – changes to our products and services and how we do business. Customer Focus is much more than good or great customer service. Customer Focus is a step in excellent management. Since the customer is the only reason we have a job, if we are not willing to satisfy the customer…then we might as well go home; we are not needed.
Good communications is the core of effective performance in our management and staff and is the key to achieving customer satisfaction.
Examples of good customer focused communication includes, obtaining feedback from our customers on their needs. Informing employees and customers of our company goals and providing feedback to all.
An internal customer can be anyone within an organization. It could be another department, another branch or even a co-worker. Many departments deal with customers within an organisation. External customers are people or businesses that are not within our company that pay for our services or products.
❖ The external customer is someone who signs a cheque, pays our employer, and ultimately makes our employment possible. External customers have choice, and if they don't like your product or service can take their business elsewhere.
❖ An internal customer or internal service provider can be anyone in our organisation. An internal customer can be a co-worker, another department, or a distributor who depends upon us to provide products or services which in turn are utilised to create a deliverable for the external customer. Below are examples of Internal and External customers.
Department specialists Auditors
Auditors Government Departments
HR Department External Departments
Whilst we have internal and external customers we also need to consider the other types that are also customers:
Having a single, consistent view of our customer’s base is critical to maximising our customer insights across our company. The robust segmentation can achieve this if it provides a comprehensive view into all aspects of our customer relationships, and also provides our company with a manageable number clearly defined customer subsets. By instilling a comprehensive segmentation from the top of our company down through our sectors, alignment between business strategy, execution and evaluation is achieved.