Customer service for Facility Managers – October 10, 2012



1-day introduction to best practice in customer service, 10th October

Venue: Ramada Nord Hotel, Bucharest

Expert trainer, Beth Goodyear, from the UK’s leading FM course provider, BIFM Training, will share her extensive knowledge and practical experience of customer service through a course in Bucharest this autumn.


To provide those working with an within the facilities management industry understanding of the importance and benefits of delivering good Customer Service and to learn the skills needed to exceed their customers’ expectations.


This course will specifically help improve knowledge and understanding of:

  • The range of different customer groups within your organization and the importance of customer service in managing the customer relationships
  • The level of service expected from your different customer groups
  • The value to the FM team in meeting and exceeding your customers expectations
  • 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.


Using real life examples from her wide experience as a senior Facilities Manager in the UK, Beth Goodyear will show attendees not only how to deliver the kinds of services customers need and want, but also how to communicate effectively and how to manage situations when problems arise.

How to attend

Please fill in the following form and sent it at, or call 021.403.41.20


465 Euro + VAT for RABO members

520 Euro + VAT for non-members

About the trainer

Beth is a Facilities Management professional with over 15 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 in 2006, Beth was Head of the FM Department at Ascot Racecourse where 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 was recently elected to the Members’ Council. She is a regular member of the BIFM Training team, and a tutor and assessor for the BIFM Level 4 professional qualifications. In addition, she is the lead assessor at BIFM Training for the ILM Level 3 qualifications in FM.