Managing and Tracking Customer Relations in Facility Management

In this module, facility managers will gain an understanding of how to meet customer expectations and increase client satisfaction, addressing different methods of collecting customer feedback and techniques for processing both positive and negative customer feedback.



Enrollment Duration

180 Days

Course Type


Course Family

Essentials of Facility Management

Learning outcomes
  • In the context of facility management, list at least three ways to satisfy customers.
  • Discuss how metrics can be used to help meet customer expectations.
  • Identify at least three questions that should be asked in order to better manage customer expectations.
  • List at least two ways FM organizations can better manage customer service.
  • State at least two valid and reliable outcomes that customer surveys must have.
  • Identify at least two common mistakes that are made when using customer surveys.
  • Describe how gaps identified from customer survey results can help improve facility services.
  • Describe ways in which an FM organization should deal with positive and negative customer feedback.
  • State the key process steps in a continuous improvement model.
  • Additional information

    Enrollment duration: 180 Days

    Languages: English

    Non-Member Price: $80.00

    Member price: $70.00

    Course Type: E-Learning

    CEU Credits: 0.00

    CFM points: N/A

    Upcoming Dates
    Course information

    Module Outline

    • Module 5: Managing and Tracking Customer Relations in Facility Management
    • Module Assessment
    • Module Evaluation
    • Letter of Completion

    This is the fifth of five modules in the "Work Management Workshop Series”.

    Content Development and Content Analysis Subject Matter Experts:

    • Oscar Chan, Ph.D., CFM, CFMJ, F.PFM, IFMA Fellow
    • Eddie Clayson CFM, SFP, A.A.E
    • Christopher P. Hodges, P.E., CFM, LEED AP, FRICS, IFMA Fellow
    • Patrick Okamura, CFM,SFP,FMP,CSS
    • Kathy Powers, P.E., CFM
    • John Ringness, SFP, MRICS
    • David W. Samec, P.E. CFM
    • Sherif Maged