Lancaster University has challenging targets for growth in international and postgraduate student numbers. There is also the need to attract high calibre staff while moving to a lower growth environment. Meanwhile student expectations continue to rise. The facilities management team strives to meet, and exceed, these expectations by providing service excellence within our facilities. Our goal is to develop a customer centric division which promotes a culture where the customer is at the heart of all that we do.
In February 2012, our service delivery and customer service manager attended BIFM Training’s Customer Focused FM course and was impressed by both the good practical and workable ideas offered and Anne’s engaging and fun approach combined with her wealth of knowledge and experience in the diverse and complex world of FM customer service.
Over five days in June 2012, approximately 80 managers, team leaders and supervisors attended the Customer Focused FM course delivered by Anne. In addition Anne created a bespoke one-day course called Champion Customer-Focused FM for 35 newly-identified champions from the frontline, which was delivered over two days in July 2012. This focused specifically on staff attitudes and behaviours. The key messages from the course were then delivered in house to around 300 frontline staff.
The training was very positive and empowering. It allowed participants to vent their frustrations and concerns, to see the bigger picture and rationale of what we were doing together and adopt the One Team concept. The barriers identified in each session have been collated and prioritised to form measurable customer service improvement plans, for the managers to discuss and implement within their teams. This has proved to be a very successful tool in reviewing and improving both minor and major issues in behaviour, culture, system and processes and also in developing more open and honest working relationships within all levels of the facilities team.
Anne has left a lasting legacy. Her drive, energy, enthusiasm, passion and commitment remains a constant reminder to us all as to the true meaning of customer service.
Sue Longfield, service delivery and customer service manager, Lancaster University
These training courses were delivered on behalf of BIFM Training