Pillar 1: Education

The education pillar will focus on training FM staff and customers in customer service best practices. Investing in the skills and knowledge of our team members will help us provide exceptional service to our customers.

Activities In Progress/Completed	Activities to Implement
Connect staff to FM mission through ● Guest speakers at FM All-hands meetings ● FM updated in-person onboarding ● Terrapin Strong training	Implement customer service training for ● Frontline staff ● Managers ● Leaders
	Create a Training Manager position to coordinate FM-wide learning
	Establish communication standards
	Connect FM work to UMD mission through town halls, students, etc.
	Provide AssetWorks training
	Develop customer survey tool