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20 October 2018
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The guide looks at customer service © iStock

24 October 2017 | Herpreet Kaur Grewal

BIFM has published a new Good Practice Guide, adding to its suite of resources for facilities management professionals at any stage in their career.


The Good Practice Guide, Customer Experience takes “a holistic look at the interactions and experiences that a customer encounters, from beginning to end”, according to the BIFM.


“Customer service references are often based around singular interactions and service delivery – and though this is incredibly important, it is only one qualifiable entity along the whole customer journey,” said the organisation.


The Good Practice Guide is concerned with “every aspect; everyone and everything a client may encounter; every individual conversation and interaction, the comfort and ambience of the environment they are in, the attention to detail, the ease of equipment, processes and communication”.  


This guide aims to bring some of the plethora of advice that is out there together into one useful guide, while also finding ways to use that advice to map and analyse an existing customer experience and then build on it to make improvements.


Peter Brogan. BIFM research and information manager, said: “Many of us have been on customer service training courses, spent hours deliberating about ways to improve customer experience and have learnt and developed some great tools. Our challenge is to find the ways that we feel comfortable with, that we don’t feel disingenuous doing and that really make a difference.”


You can download the guide here.