A new department manager is not clear on the services provided by the facility management department and is often negative about facility management…

The best approach is to review the customer service level agreement (SLA) (D), which ensures both

parties align on expectations and performance standards.

SLAs define service scope, response times, and quality benchmarks, allowing the facility manager to

clarify deliverables and address concerns objectively.

Why not other options?

(A) Asking the manager to refrain from complaints does not resolve the issue.

(B) Having other managers address the issue informally does not provide a structured resolution.

(C) Simply asking the manager to read the SLA without discussion may not resolve

misunderstandings.

Reference: IFMA Core Competency – Communication & Customer Service​