1-day course Venue: Westgate Business District, 24 Preciziei Blvd., Building H5, Groundfloor Aim To providethose working within the facilities management industry with an understanding of the importance and benefits of delivering good Customer Service and to learn the skills needed to exceed their customers’ expectations. Objectives By the end of this course you will be able to describe and understand:-

• The range of different customer groups within your organisation and the importance of customer service in managing the customer relationships
• The level of service expected from your different customer groups and the value of meeting that expectation
• The value to the FM team understanding what your customers need and want
• Ways in which to achieve improved customer service standards
• How to align your FM Service to changing priorities between different organisational functions and within different organisations
• Why managing customer perception is important when delivering FM services and ways in which perception can be changed
• Ways in which to manage your customers expectation and perception of the FM team and the services they are delivering
• The importance of body language and presentation in communication
• The importance of communication methods and techniques to facilitate positive customer relationships and ways to deal with conflict within customer relationships

Description For anyone working within the Facilities Management industry, being able to deliver good customer service is an essential skill and the first step towards achieving this is understanding the importance of customer service. This comprehensive 1-day course covers all the key areas from understanding what different customer groups want from their Facilities Management team, to ensuring the service is aligned with the business requirements. Also covered is how important communication is in customer service, from understanding perception, body language and personal presentation to what to do when things go wrong and how to communicate positively. The course will leave delegates with a thorough understanding of why customer service in FM is so important and through discussion and group exercises provide them with the ideas and motivation to improve the customer service experience in their own organisation. How to attend Please fill in the following form and sent it at office@rabo.org.ro, or call 021.403.41.20. Prices 310 Euro+VAT for RABO Members 355 Euro+VAT for non-members About the presenter Beth is a Facilities Management professional with over 12 years experience in Operational and Strategic FM and extensive experience of both in-house and outsourced FM roles. Prior to forming her own consultancy company (FMHS Consulting) in 2006, Beth held the coveted role of ‘Head of the FM Department’ at Ascot Racecourse where she received praise from HRH Queen Elizabeth II for her work during Royal Ascot. She was responsible for a £4.5m operating budget for the prestigious 185 acre site, which also underwent a £200m refurbishment during her time with the organisation. Beth is a member of the British Institute of Facilities Management (BIFM) and a past Chair of the South West Region where she remains an active committee member. She is a professional member of the International Facility Management Association (IFMA), an Associate of the Institute of Environmental Management Assessment (IEMA) and a holder of the NEBOSH Health and Safety Diploma. Beth has completed a diverse range of FM consultancy projects for large national clients in the UK and has also established herself as an experienced and professional trainer and speaker, specialising in Facilities Management, Health & Safety and Management Skills. She is a regular member of the BIFM Training team, and a tutor and assessor for the BIFM L4 professional qualifications. In addition, she is the lead assessor at BIFM Training for the ILM Level 3 qualifications in FM. Programme 08.45 Registration and coffee 09.15 Welcome and Introduction 09.30 Understanding your Customers Exercises and discussion to understand who our different customer groups are and how their differing needs can be met and understood 10.15 Aligning FM services to meet the needs of your customers Exercises and discussion to understand the importance of aligning FM service delivery to meet customer requirements 10.45 morning break 11.00 Understanding Perception Exercises and discussion to help understand how important customer perception is when delivering FM services and ways in which perception can be changed 12.00 Understanding Interpersonal Skills Exercises and discussion to understand the importance of body language and presentation 13.00 Lunch 14.00 Managing Relationships Exercises and discussion to understand the importance of communication methods and techniques to enable good customer relationships 15.15 afternoon break 15.30 Understanding what to do when things go wrong! Exercises and discussion to understand the key steps to avoiding conflict situations 17.00 Course summary and Close