Customer Service in FM Jamie McDonald, Customer Experience

Customer Service in FM
Jamie McDonald, Customer Experience Director, Carillion
Dublin: 9th March 2016
The 60 second Challenge
• 30 seconds: Think about the last time
you personally received an awesome
Customer experience?
• 30 seconds: Tell the person next to
you about it and why it was so
memorable…
An overview of Carillion
An overview of Carillion’s FM services
Carillion Customer Care Model
Carillion Customer Care Model
Carillion Customer Care Model
Four FM Customer truths
1. Everybody is a Customer of FM
2. We need to measure what everybody thinks,
both transactionally and experientially
3. FM Competitors are not the best
comparators: look elsewhere – Customers do
4. Customer Experience is more important than
Customer Service and Customer Care…
Our Customer Experience Centre
UK’s largest FM Hub
81 Helpdesks
Key FM back-office
& support hub
The heartbeat
of our FM services
24/365
Customer Service in FM
Jamie McDonald, Customer Experience Director, Carillion
Dublin: 9th March 2016