Customer Service Training Launches This Fall

Dear FM Team,

I’m happy to share that FM’s Customer Service Training will launch this fall as part of our larger Customer Service Strategy. This program is designed to strengthen our culture of service excellence and provide tools that support each of us in delivering the best possible experience to our campus community. This training is so important because great service builds trust and strengthens FM’s reputation across campus.

I encourage every member of FM, at every level, to actively engage with and embrace this training. Together, we can build a shared commitment to customer service that reflects FM’s values of responsiveness, professionalism, and excellence.

Training at a Glance

• Pilot sessions: October 21–30, 2025
• Full rollout: November 10, 2025 – March/April 2026
• Format: Four sessions (12 hours total)
• Sequence: Supervisors → Frontline → Leadership
  (No sessions will be scheduled during Thanksgiving week or Winter Break)

What You’ll Learn
Modules include FM’s Customer Service Strategy, communication and professionalism, conflict management, service recovery, and customer-centered relationship building.

Stay tuned for details on your cohort and schedule. For questions or additional information, please contact Aynsley Toews at atoews@umd.edu.

Thank you for your commitment to strengthening FM’s culture of customer service.

Best Regards,

Kristy Ann Long, RA
Interim Associate Vice President and Chief Facilities Officer