Customer Service Strategy Outcomes

Short-term (FY24 and FY25):

• All staff trained in customer service
• Staff are aware of the importance of customer service
• Customers are aware of FM services
• Service Level Agreements (SLAs) are developed
• Customers are trained or have received information on FM services
• Expectations from customer service training are put into practice by FM staff
• Staff are motivated by recognition for customer service accomplishments
• Supervisors understand how to model the way

Intermediate (FY26 and FY27):

• FM staff communicate (written, oral) using learned customer service standards
• All staff recognize customer service as part of their job
• Customer service outcomes are integrated into the PRD process and in all job descriptions
• Customer Service is performance management priority 
• Service Level Agreements (SLAs) are met 50% of the time
• Customers can find information on the services FM provides
• Customers can find a key point of contact when needed
• FM has an established process for dealing with customer feedback
• Staff are recognized for providing excellent customer service

 

Long-term (5 years):

• The campus feels supported by and in collaboration with Facilities Management
• Projects are completed on time and on budget 80% of the time
• There is a culture of customer service in Facilities Management
• Customer evaluations are at or above “meeting expectations”
• Service Level Agreements (SLAs) are met 80% of the time
• Staff feel more connected to the mission of FM and the University of Maryland