To be effective, the responsibility for customer experience management rarely resides solely with just one department as it requires a coordinated effort from across an organisation. FM is a vital part of that customer experience and can play a significant role in using innovative tools, practices and measures to enhance the customer experience.
> Heathrow Airport Limited – Terminal 2 Engineering and Facilities
The team at T2 have clearly demonstrated that the early engagement of FM into the design, build, commissioning and handover of a building ensures that world class standards of customer experience can be achieved. The FM team have been an integral link between the airport and the airlines working together to deliver the very best passenger experience.
> Carillion – The Customer Experience Centre
The Carillion vision to transform their helpdesk from a transactional interaction with customers to a transformational customer experience has been delivered by a team who enthuse passion and commitment for customer service. The Customer Experience Centre has become the heartbeat of the business with customer solutions advisors leading the way to create a positive impact on all their customers.
> King’s College London – Fit For King’s
King’s College London has a vision to deliver world-class services for a world-class university. The ‘Fit for King’s’ programme embraces all aspects of FM; recruitment of people who have passion for customer service, training modules that can be effectively delivered alongside day-to-day business and in-house staff and contractors working together to improve services to students and university staff.
> Heathrow Airport Limited – Terminal 2 Engineering and Facilities (winner)
> Carillion – The Customer Experience Centre (highly commended)
> King’s College London – Fit For King’s (highly commended)
> G4S Facilities Management – Ebola Preparedness for Birmingham Heartlands Hospital
> intu – Creation of intu Retail Services