BOK Chapter Update: Customer Service

The Customer Service chapter has been updated in the Body of Knowledge (BOK). It appears in the BOK’s Part I, General Administration and Management.

One formal definition of customer service is the “provision of service to customers before, during, and after a purchase.” It can also refer to an organization’s culture and when a customer is satisfied with the service provided—that the service meets his or her needs, wants, and, most importantly, expectations.

In today’s facilities management organization, most education-related entities endeavor to survive with limited resources, especially as costs for education institutions rise. This challenge presents one of the best cases for a strong customer service program/culture. In short, in a service industry, you must market top-notch service.

Available to APPA members only, the BOK is a searchable, digital database that develops, updates, and disseminates the foundational content required by facilities professionals at colleges, universities, and other nonprofit educational organizations. Its 63 chapters, which are reviewed and updated on an ongoing basis, cover topics categorized in the four core areas of General Administration and Management; Operations and Maintenance; Energy, Utilities, and Environmental Stewardship; and Planning, Design, and Construction.  

APPA members wishing to get involved in the BOK, whether as chapter authors or peer reviewers, are asked to complete this form or send an email Glen Haubold ([email protected]) and Steve Maruszewski ([email protected]), using the subject line APPA Body of Knowledge.