Walk into almost any building on campus, and chances are you’ll interact with someone from Facilities Management — whether it’s a technician responding to a work request, a project manager meeting with a department, or a landscaper keeping the grounds safe and beautiful. With thousands of daily touchpoints, FM has been sharpening its focus on one essential goal: improving the customer experience.
To support that work, FM has launched a new Customer Service Training Program designed to give staff the tools, skills, and confidence to create smoother, more positive interactions across campus.
Why This Program Matters
Recent feedback from campus partners highlighted several recurring themes: a desire for clearer updates, more coordinated communication, and more transparency throughout a project or service request. Customers also shared that disconnected communication, duplicated efforts, and inconsistent follow-through can make it harder for departments to feel supported.
While FM teams already bring deep technical expertise to their work, this training focuses on strengthening the “people side” of service — the interactions that shape trust, collaboration, and the customer experience.
What Customers Can Expect
As the training rolls out, campus partners should begin noticing small but meaningful improvements in everyday interactions with FM, including:
- Clearer updates and next steps when requests are received
- More consistent follow-through across units
- Warm, professional, solutions-focused communication
- Faster acknowledgment and responsiveness
- Smoother coordination between FM teams and campus departments
Longer term, the goal is to make every FM interaction feel easier, clearer, and more predictable — whether a customer is reporting a repair, seeking a project update, or collaborating on a renovation.
This work also supports FM’s broader Customer Service Initiative, which aims to build a culture of service excellence and strengthen trust across the university. Training is a key first step, creating shared expectations and a foundation for campus-facing service agreements and future service goals.
Campus Impact
Short-term improvements, including clearer communication, more consistent follow-up, and warmer day-to-day interactions, should begin to appear soon. Over time, customers should feel a stronger sense of partnership through timely responses, respectful conversations, and a focus on solutions.
Ultimately, the purpose of this program is simple: to strengthen service excellence, build trust, and make the FM customer experience better for the entire university community.
Have feedback about working with FM? Please drop us a line. We welcome your thoughts!