Customer Service

Facilities Services established the Office of Ombudsman in response to a suggestion from one of our long-time employees who noted correctly that sometimes our customers have questions or concerns that need to be addressed.

For more information, please call (352) 392-1141.

Do you want to learn more about our services? Do you have specific questions about your building? We would be glad to come over and talk with you during your staff meetings or other employee gatherings.

Customer Service Training

Customer service training begins with each Facilities Services employee attending a 2-1/2 hour session entitled "TOPGUN Customer Service Ground School." The objectives of this training class are:

Participants will express confidence in their ability to establish rapport with customers and will subsequently deliver top-notch customer service.

  • Participants will be able to verbalize and perform to Facilities Services service standards.
  • Participants will be able to correctly greet the customer.
  • Participants will demonstrate the ability to identify acceptable and unacceptable language, body language and service etiquette.

Each participant is given a homework assignment to reinforce their classroom learning with specific examples from their own worksite.

Within 3 months of completing "Ground School", participants are brought back to the classroom for "Preflight Checkoff" (a review of the customer service standards homework book) and for "Takeoff" (a review session in a competitive game show format).

Further information on the TOPGUN customer service initiative at Facilities Services can be obtained by contacting Amy Jones, Human Resources, Education and Training Coordinator at (352) 392-2333.