FM continues to enhance customer experience

January 07, 2013

Client Services

Facilities Management's central hub for inbound calls and service requests adopts the title Client Services. Formerly referred to as the Service Centre and/or Work Control Centre, the new moniker specifically identifies the Division's sharp focus on the customer experience.

"With our new name, we are literally putting the ‘Client’ first," says Administrative Officer, Tracey White-Lockwood. "The transition will take some time and in the end will feature new processes for engaging our clients.”

The Client Services Coordinators will continue to provide the same excellent service while managing work order requests, responding to inbound calls (to extension 83304), and much more. As a new offering, Coordinators will engage the campus community, seeking their feedback related to Facilities Managements service delivery.

"Our responsibility to our clients doesn’t end when the work order is complete," says White-Lockwood. “We are developing a mechanism to randomly survey clients following work with the goal of improving the overall experience."

The new name is in effect as of January 1, 2013 and the new client feedback processes will begin early in the new year.