4. In this presentation:
This PowerPoint presentation
will focus on two key aspects of
security and lobby operations.
They are:
1. Customer Service Skills
2. Telephone Skills
7. Scope of Definition
and Policy:
This policy defines the
general expectations of
Security personnel, as
related to Customer Service
Skills, Telephone Skills, and
other general expected
standards and procedures.
8. Scope of Definition
and Policy:
Although the primary scope of
this training module is to teach
and guide corporate security
personnel on the core
standards of customer service,
this presentation is equally
useful to all personnel of
varying & different fields within
11. Customer Service
Skills:
“Customer Service Skills”.
When you hear that phrase,
Customer Service skills,
some might tend to think
that is for retail clerks, or
the service rep trying to
sell you a pair of sneakers
or a phone service. Make
no mistake about it,
nothing could be more
incorrect.
12. Everything we do,
everything we are
here for, is tailored
and geared toward
customer service
skills and public
relations. It literally
defines who we are.
13. Customer Service
Skills:
When an employee or a
visitor walks into the
building lobby, you are
usually, if not absolutely, the
first person they will
encounter. It is that first
meeting, that first interaction
that will be ingrained in their
memory. Visitors do not want
to feel intimidated or ignored
as well. There has to be
14. It has been a slow process over the
last 20 years to integrate traditional
private security enforcement /
public safety with customer service
skills and finesse. Trying to balance
firm enforcement of the rules to all
while at the same time projecting a
professional, friendly demeanor has
been a task that the corporate
security industry seems to have
achieved.
17. “First Impressions” are not influential
corporate hype, it is fact. The employee
or visitor should have a feeling and
comfort that you are projecting an image
that you want to assist and direct them.
The visitor or tenant should not have a
feeling that they are bothering you when
they approach you or any other security
representative at any given post.
Remember, First Impressions are a
critical and key component of your
Keys of Success.
18. There are many aspects to
Customer Service Skills in the
corporate office environment.
They are, and not limited to, the
following:
• Telephone Etiquette
• Presentation and Delivery
• Dispute/ Problem
Resolution
• Access Denial
• Physical Appearance
19. • Eye Contact / Verbal
Departure
• Maintaining good stature
and composure
• Speaking with style,
confidence, finesse and
knowledge
• Patience, Patience,
Patience
20. Customer Service Guidelines:
Four S’s of Customer Service:
Stand –
This shows respect and
courtesy, and discipline
Smile –
Put the customer at ease.
Show your willingness to
help
21. Customer Service Guidelines:
Four S’s of Customer Service:
Speak –
Greet your customer-
Serve –
Find ways to not only
serve the customer but
to delight your
customer
22. Tip 1 – if you look at doing all 4 items as
a customer approaches, who could ever
argue that they had not just received the
best customer service ever? You are being
inviting and receptive to your customers.
30. FIRST Impressions-
Priority 1
O.k..These TSA security screeners are doing
what? Well, one (far left) is leaning, distracted,
and wearing a black t-shirt under his regulation
uniform shirt. The other (middle) is nearly
knocking over a control stanchion with his
hanging arm & belly and wearing a black t-shirt
as well. White t-shirts are ONLY to be worn
with regulation police/security uniforms not to
mention they simply do not appear to be
paying attention to their surroundings~
31. FIRST Impressions-
Priority 1
Lastly, the female screener is
making unsightly facial gestures,
has no pen, no name badge, and has
her hands in her pockets. She also
has no mandated visible TSA ID
badge, and she is wearing no tie
(long sleeves- winter uniform).
Not professional at all.
A bad first impression!!!
33. Why would this simple activity
be a good first impression?
34. Four A’s of the
Customer Service Cycle
1. Acknowledge:
• Listen to a customer’s situation,
feelings and probe if necessary.
• Apologize if appropriate to do so.
Tip - You can be sympathetic to a
person’s plight, even when you are still
going to turn them down due to policies
and procedures. This is where you
should take the next step to find
someone, even outside the
35. Four A’s of the
Customer Service Cycle
2. Attend-
Tell the customer what you will
do to help.
Explain to them why and when
you will do it.
3. Affirm-
Confirm to the customer that
you (or who) will handle the
situation.
36. Four A’s of the
Customer Service Cycle
4. Action-
Review commitments
Offer future service
Thank the customer
37. Customer Service-
Common Sense
Types of customers
• Internal - Coworkers
• External customers are people outside
your own company including;
a.Clients and their employees
b. Visitors
c.Vendors and contractors
• Internal customers are your co- workers who
depend on you to be on time, do your job
properly, and help them when asked.
38. Customer Service-
Common Sense
The Platinum Rule
• Treat others how THEY
want to be treated
a.Your customer service must be flexible
enough to delight every customer
b. Find out what your customer wants
and deliver it
c. Practice your listening skills as what is
needed by the client may not be told to
you out right.
39. Customer Service-
Common Sense
Tip – We have all heard of the
Golden rule – Treat others as
you would like to be treated.
The Platinum rule takes it to
the next level and ensures that
we meet every customer’s
needs and expectations.
40. Delighting your customers
• Treat your customers as your
guest
• Make them feel welcome,
pleasant and comfortable.
• Put them at ease.
Don’t just satisfy – delight
• Go above and beyond.
• Deliver expectations + 10%
• The surest way to delight your
customer is to exceed their
expectations.
41. Customer Service
Skills:
Strive to do each job perfectly
• You can not delight if you do not
know how to do your job.
• Learn everything you can about
your job, your client and your
surrounding area.
Seek ways to improve your
performance
• Get feed back from your co
workers and supervisors.
43. Customer Service-
Common Sense
Tip – the test is do you think
(and ask your co-workers) do
you look inviting and
approachable. If you do not,
you will never have the chance
to prove great customer
service and in that we fail
without even having a chance
44. Customer Service
Skills:
Perfect a Customer
Service Image
Personal appearance
• Always make sure you and
your uniform look sharp,
fresh and crisp.
Eye Contact
• Always make eye contact. It
shows you are confident and
interested in helping them.
45. Customer Service
Skills:
Smile
• A smile will put your
customer at ease.
Posture
• Stand tall and keep
looking professional.
Body Language
• Keep an open posture.
Make yourself welcoming.
46. Customer Service
Skills:Never argue with a customer
Not all customers will be pleasant
• Customers will become upset, angry
and rude.
• Customers will be wrong and
misinformed.
The customer may not always be right,
but they are always the customer
• You can disagree with a customer but
never argue with one.
• If need be, ask a supervisor to assist
with the situation so that the
customer gets some resolution to
47. Customer Service
Skills:
You must always be patient and
polite with all customers
• Be tactful.
• Do not let your emotions get the
best of you.
• Do not take things personally.
You do not know the situation
that person may be going
through and it is NOT personal.
You just happen to be the
person in front of them as they
get angry. That simple~
48. Customer Service
Skills:
Bearing (impressions):
Personal actions:
• No gum chewing
• No eating at post
• No drinks at post
• No cell phones
• No reading material
Body Language
• Stand tall. No slouching
• No leaning on your arms
51. “Tips” to use in the
field:
Security Officers spend a large
portion of their work day
interacting with a company's
employees, customers and
vendors. Because the security
officer role requires frequent
interpersonal interaction, a
great set of customer service
skills can improve and shape a
security officer’s performance
on the job in a variety of ways
like defusing potentially violent
situations.
52. “Greet Employees”
Many security officers
work in office buildings,
corporate settings, or
facilities with frequent
employee foot traffic. In
such settings, security
officers are tasked with
greeting employees and
regular visitors as they
enter and exit the facility.
53. “Greet Employees”
Because the security
officer may be the first
person an entering
employee sees in the
morning, a cheerful
greeting can certainly
brighten the employee's
day and help build
professional relationships.
54. “Greet Employees”
Likewise, welcoming
customers and clients with
a pleasant and
professional greeting can
project a strong company
image and improve
employee, customer, and
visitor relationships.
55. “Know Employee
Names”
Knowing each employee's name
can provide a number of benefits
for busy security personnel. To
learn and know all employee
names (if possible) builds
professional relationships with
employees.
It also makes it easier to look up
employees in the business's
phone and email directories and
to physically locate employees
when necessary.
56. “Know Employee
Names”
In addition, corporate security
officers who know employees by
name can more effectively keep
terminated or disgruntled
employees off of the property if
necessary, as well as help deter
employee theft by reminding
employees of the security
officer’s presence.
57. “Conversational
Skills”
At most corporate facilities, security
personnel meet and escort employees
and visitors to designated locations, or
provide personal physical protection to
them. In situations where the facility
security officer maintains prolonged
exposure to an individual or small group,
the ability to engage in appropriate
conversation can make for a pleasant
experience and help the escorted
individual or group feel at ease.
58. “Use Caution”
But, there is a fine line between
professional conversation and
inappropriate discussions that may take
60. “Confrontation
Management”
Though security officers frequently interact
with company employees, vendors, and
visitors, security personnel must
occasionally intervene in security violations
and confront potential violent perpetrators.
Because these situations can be quite
stressful, security officers and supervisors
must skillfully maintain emotional and
physical control while conducting
interrogations or restraining violators who
clearly are a threat to all present.
62. “Don’t take
things personally”
Do not take things personally. If you are
treated rudely by an employee or
customer, try not to take it to heart.
People have bad days and problems that
may be vented out onto you. This is a
tough part of security service jobs, but
you have to learn to let it go. 99% of the
time it's not about you, you're just a
convenient outlet for the person's
frustration.
63. “Opinions, Opinions.
Avoid!”
Do not have an opinion, on just about
any topic or current event. It can land
you in big trouble if said to an easily
offended employee or visitor. For
example, if a customer or visitor starts
bashing your political party, a sports
team, or entices your thoughts on hot
topics like abortion, gay marriage, war
zones, etc, then DO NOT turn this into a
debate.
64. “Opinions, Opinions.
Avoid!”
Resist from being drawn into the
conversational subject matter.
Avoid the temptation. Remain
unpartisan in your discussion
and try to divert the
conversation back to the
business at hand with grace and
65. Recruitment Hiring Tip:
Hire the right kind of people.
To put it mildly, customer service is
not a job for everyone. The ideal
customer service person derives great
satisfaction by helping people and
solving problems. This cannot be said
of every job candidate. It's the Mgr.
and company's responsibility to hire
the right kind of people for this job
because it can be a bad experience for
the employee, the client, and the
customer when you hire folks without
a service orientation.
66. Serving your customer or client with
great service is not a difficult formula to
figure out. It is a simple equation…
67. “Opinions, Opinions.
Avoid!”
Great Customer Service +
Proven Problem Resolution
Skills + Going Above and
Beyond just the expected=
Very Happy & Long Term
Clients and Customers.
You see, simple math!
68. The chain reaction of
bad customer service:
The Customer
Complaint Iceberg
81. Service Tip:
Smile when answering the
company and or reception
telephone. Why?
A caller can “hear” you smile
when you answer and speak.
True. It has been scientifically
proven that smiling when
answering the telephone reduces
tension in your voice and the way
you initially communicate. This
reduction in verbal tension will
be evident to the person calling.
83. Common Sense
Don’t be afraid to make stressful
decisions when confronted with
situations that simply weren't
covered in your orientation class,
your initial training, or the site
standard operating procedures
manual. Not every scenario you
encounter while in the course of
your everyday duty could
conceivably be addressed by all
those factors. It is imperative that
you use “common sense”.
85. For those who think that Public
Relations is only for that well
dressed guy upstairs who makes
an occasional statement to the
Media outlets, you could not be
anymore wrong. Public relations
in your building starts the very
second an employee, visitor, or
customer walks into your lobby
and interacts with you, no matter
how long or brief.
86. Be Real - Public Relations isn't about
fooling anyone: Your building customers,
visitors, and employees know the
difference, they can tell when you’re trying
to be something you’re not. Authenticity
is one of the leading methods of building
brand; both loyalty and likeability. When
placed in difficult situations, don’t try to
over massage the issue. Simply state the
facts and mitigate the outcome through
your openness and sincerity.
87. Be Real - Public Relations: .
Everyday when standing or sitting at
your post and visible to the public,
you are engaged in public relations,
not only for the client’s image, but for
your representative company.
Weather your wearing a shoulder
patch with the company logo, or a
name badge that identifies you and or
the company, it is all image &
perception.
88. Be Real - Public Relations:
People liken there opinion of you
through their eyes, what those eyes
see and process will produce an
impression. That impression generally
produces two outcomes: Positive or
negative. We strive for the positive.
We are engaged in “branding”.
Branding of a product, and yes that
product is you.
93. The American Marketing
Association (AMA) defines a
brand as a "name, term, sign,
symbol or design, or a
combination of them
intended to identify the
goods and or services of one
seller or group of sellers and
to distinctly differentiate
them from those of other
sellers.
94. Therefore it makes sense to
understand that branding is
not about getting your target
market to choose you over
the competition, but it is
about getting your prospects
to see you as the only one
that provides a solution to
their problem.
95. To succeed in branding you
must understand the needs
and wants of your customers
and prospects. You do this by
integrating your brand
strategies through your
company at every point of
public contact.
96. Your brand resides within
the hearts and minds of
customers, clients, and
prospects. It is the sum total
of their experiences and
perceptions, some of which
you can influence, and some
that you cannot.
97. A strong brand is invaluable as the
battle for customers intensifies day
by day. It's important to spend time
investing in researching, defining,
and building your brand. After all
your brand is the source of a
promise to your consumer/ client.
It's a foundational piece in your
marketing communication.
98. So as you can see in our
definition of “branding”, that
yes you the security officer,
receptionist, or customer
service representative have
direct influence in shaping the
company brand of service. A
french fry or a soft drink can’t
talk to a customer and solve a
problem. But you can.
That is the difference.
99. Corporate branding can have many
different variations & applications.
Let’s say your known company
colors are blue and yellow. Well
then, you could have something as
small as a bowl of blue and yellow
M&M’s at your front desk to
something like a large floor mat
with those same colors. Branding!
100. What could be some good &
creative examples of
“branding” in the security-
customer service industry?
102. News Media Inquiry Protocol:
If you are posted in the lobby
and members of the news
media approach you asking
for any kind of statement or
information on any given
subject or incident, do the
following.
103. News Media Inquiry Protocol:
1. Never, ever give any
information of any sort to any
member of the news media
who maybe inquiring about
any subject matter. All matters
are confidential and handled
by the internal Public
Relations team.
104. News Media Inquiry Protocol:
2. Never say “No comment”
either. While we want to
preserve confidential
information, we never want to
come across as rude or
uncooperative to the media.
Always, always refer media
inquiries to the PR Team!
107. Five Tips On Giving
Superior Customer Service
1. Know How To Apologize
The customer may not always be
right, but the customer must
always win. When something
goes wrong, apologize. It's easy;
customers get a sense of
satisfaction; and you might get
some valuable feedback to not
only yourself, but your
superiors. Managers LOVE
positive feedback on their
108. Five Tips On Giving
Superior Customer Service
2. A Customer By Any Other
Name Is Not Your Customer
Addressing customers by name is so
easy and powerful it's a wonder (and
a shame) it doesn't happen more
often. Remembering perhaps
hundreds of names is no mean feat,
but there are plenty of tricks. The first
is simply to introduce yourself; some
customers will respond in kind.
109. Five Tips On Giving
Superior Customer Service
3. Empower Your Employees
You can't be everywhere at
once, so give your employees
the freedom to do whatever it
takes to help customers the
moment they need it. Putting
that kind of trust in people takes
courage. Mistakes will get made.
But trust is empowering too,
and your best lieutenants will
110. Five Tips On Giving
Superior Customer Service
4. Follow Up
A big difference between decent
and great service is all about
what happens after customers or
visitors leave your building. If a
visitor or tenant employee had a
previous problem, a lock out, a
broken reader, a maintenance
issue they might have reported,
always follow up by the end of
the day.
111. Five Tips On Giving
Superior Customer Service
5. Give Them a Pleasant
Experience
All customers want two
things from you. One is to
meet a need they have.
The second is to not have
an unpleasant experience
while the need is being
met. Please them on both
124. 09/19/15 Free template from www.brainybetty.com 124
It's not so much "what you say,"
but "how you say it” that truly
matters to the caller on the line.
126. 9 Crucial Telephone Skill Tips:
Presenting a professional
image, both in person and on
the telephone, is very
important in the Office skills/
security profession. Taking
care of your customers &
callers over the telephone and
making them feel well informed
and appreciated is essential.
Whether you are the lobby
security officer or front office
receptionist, the following
phone tips should always be
followed.
127. Telephone Skills and
Etiquette:
1. Speak clearly. A picture
paints a thousand words
but the caller on the
other end of the phone
can only hear you. They
cannot see your face or
body language.
Therefore, taking the
time to speak clearly,
slowly and in a cheerful,
professional voice is
128. Telephone Skills and
Etiquette:
2. Use your normal tone of voice
when answering a call. If you
have a tendency to speak loud
or shout, avoid doing so on the
telephone.
3. Do not eat or drink while you
are on telephone duty. Only eat
or drink during your coffee
break or lunch break.
129. Telephone Skills and
Etiquette:
4. Do not use slang words or
Poor Language. Respond
clearly with “yes” or “no”
when speaking. Never use
swear words.
5. Address the caller properly by
his or her title. (i.e. Good
morning Mr. Brown, Good
afternoon Ms. Sanders).
NEVER address an unfamiliar
caller by his or her first name.
130. Telephone Skills and
Etiquette:
6. Listen to the Caller and what
they have to say. The ability to
listen is a problem in general
but it is very important to listen
to what the caller has to say. It
is always a good habit to
repeat the information back to
the client when you are taking
a message. Verify that you
have heard and transcribed the
message accurately.
131. Telephone Skills and
Etiquette:
7. Be patient and
helpful. If a caller is
irate or upset, listen to
what they have to say
and then refer them to
the appropriate
resource. Never snap
back or act rude to the
132. Telephone Skills and
Etiquette:
8. Always ask if you can put the
caller on hold. If you are
responsible for answering multiple
calls at once, always ask the caller
politely if you may put them on
hold. Remember that the caller
could have already waited several
minutes before getting connected
to you and may not take lightly to
being put on hold. Never leave the
person on hold for more than a few
seconds or they may become upset
and hang up.
133. Telephone Skills and
Etiquette:
9. Always focus on the call. Try
not to get distracted by people
around you. If someone tries to
interrupt you while you are on
a call, politely remind them that
you are on a customer call and
that you will be with them as
soon as you are finished. This
can be a challenging task
sometimes as some people
may construe your direction as
that of offensive. Just do your
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