Criteria and processes of handling customer complaint in facility management

Abstract

Handling customer complaint is one of an important activity in delivering Facility Management services. Facility Management main elements are people, place, process and technology. Dealing with people is the most challenging part as different people may have different need, different background, different character and different level of expectation. This study is aimed with two objectives; first, to identify the criteria and secondly, to identify what are the processes involve in handling customer complaint. The importance of this study is crucial if the Facility Management Services is outsourced in order to benefit the added value while enable the related agency to focus to its main core business. In this study, a sample of criteria is obtained from a certified process of one of Facility Management Service Provider in Malaysia. The work order form that has been established indicates that certain information is important to be taken so that it can be analysed at the end of the day. The processes of handling customer complaint are also taken from the same organisation, with some more processes identified from literature. The finding indicates that 90 percent of the criteria are acceptable, while all 100 percent of the processes are also acceptable. This means that the organisation has successfully identified important criteria and processes in handling customer complaint which may be applicable to other organisation without many changes.