Chapter 34. Customer Relations

  1. Jane M. Wiggins

Published Online: 9 JUN 2010

DOI: 10.1002/9781444320466.ch34

Facilities Manager's Desk Reference

Facilities Manager's Desk Reference

How to Cite

Wiggins, J. M. (2010) Customer Relations, in Facilities Manager's Desk Reference, Wiley-Blackwell, Oxford, UK. doi: 10.1002/9781444320466.ch34

Publication History

  1. Published Online: 9 JUN 2010
  2. Published Print: 2 JUL 2010

ISBN Information

Print ISBN: 9781405186612

Online ISBN: 9781444320466



  • customer relations - and good service delivery;
  • FM, provision and management of services - for internal and external customers;
  • service delivery performance against agreed standards - efficiency of FM department;
  • FMs, adopting excellent customer service and customer care skills - across services;
  • customer care skills;
  • FMs, and ways of engaging customers;
  • service delivery requirements;
  • FMs, tools to identify and gauge customer satisfaction;
  • mystery shopping, a form of unannounced visit or telephone call;
  • Service quality (SERVQUAL) - assessing customer satisfaction or service quality, PZB or SERVQUAL instrument


This chapter contains sections titled:

  • The importance of good service delivery

  • Customer care

  • Customer service

  • Communication

  • Service delivery requirements

  • Analysis tools

  • Questionnaires

  • User groups

  • Mystery shopping

  • Critical service features

  • Gap analysis

  • Service quality (SERVQUAL)

  • Internal customer service

  • The FM Helpdesk

  • Service level agreements (SLAs)

  • Service standards