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FM4.15 Understanding Customer Services in FM
1.1 Describe your responsibilities as an FM to your customers
1.2 Explain ways in which customer relationships are managed and improved.
2.1 Explain what is meant by a ‘customer focussed’ service
2.2 Describe the range of communication methods used in the delivery of a customer focussed service
3.1 Describe how to identify the customer base of an organisation
3.2 Explain the techniques that FMs use to determine customer requirements
3.3 Explain the ways in which FMs can determine what customers feel about the service they receive
3.4 Explain how FMs can utilise the information they gather to improve FM services
4.1 Explain how SLAs are developed and agreed
4.2 Describe the tools that may be used to measure performance of a SLA
4.3 Explain how SLAs can be managed so that all stakeholders understand expectations, responsibilities and priorities
5.1 Explain the importance of customer relationship management in the context of FM
5.2 Describe the sensitive areas of customer relationship management
5.3 Explain how to build customer loyalty and confidence
5.4 Explain the ways in which customer relationships are managed, evaluated and improved