Setting service standards: A structured approach to delivering outstanding customer service for the facility manager

Rapid changes in the facilities management environment combined with the rising expectations of users has made effective customer service one of the most important factors contributing to success in today’s efficient facilities management operations. To create an effective customer service programme, it is necessary to analyse needs and set appropriate standards that consider the total requirements and unique resource structure of the service providers in the facility environment. By taking advantage of the latest industry research and proven methods for establishing service standards, the facility manager can design and implement customer service programmes that contribute dramatically to customer satisfaction and the overall performance of the facilities management operation.