There are numerous reasons why the value of customer service is up for debate among Facilities managers, according to an article from Building Operating Management on the FacilitiesNet website.
It used to be that when customers reported to C-suite executives that facility management provided superior customer service, the facility management organization was certain to achieve high marks in the eyes of senior executives.
Changes in corporate demographics have skewed the traditional customer service orientation and have a big impact on whether or not customer service makes any difference to employees.
Today’s customers live in a world where they have become accustomed to using services and products that are convenient, so they value convenience over traditional customer service.
Both convenience and experience are relevant to facility management. Studies indicate that when facility management organizations develop strategies for making their services more convenient for customers and find ways to make customer interaction a positive experience, customers are loyal to the facility management organization, supportive, and more apt to tolerate process and procedural changes to service delivery.
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