Provide security services to clients Flashcards
Name four interpersonal skills that promote professional customer service.
Acknowledgement
Pleasant tone and demeanour
An ability to interact
A willingness to assist when possible.
Customer service is an integral part of security. List four reasons why it is important to greet customers.
Clients feel valued
Good customer service enhences their experience
Promotes good company image
Encourages customers to return
Why is it important to maintain confidentiality with clients?
Maintaining confidentiality is professional and expected by clients
Your employer’s confidentiality policy requires enforcement
Potentially a legal requirement
May jeopardise client and business relationship.
List four things you should do when greeting a customer to create a good impression.
Smile
Establish and maintain eye contact
Engage in conversation and respond politely
Make customer feel important and valued
If you have a customer complaint you cannot adequately handle, who could you seek assistance from?
Manager or supervisor
List five types of behaviour that may lead to customer dissatisfaction.
Poorly presented security staff
Unprofessional presence
Failing to meet and greet in a courteous and timely manner
Poor telephone etiquette
Responding and speaking in a rude and arrogant manner
An inability to control or deal with an incident or situation.
List four effects that client dissatisfaction could have on a business
Loss of profitability
Loss of repeat business
Damage to reputation
Damage to company image.
If you require local youth support services who do you contact for information?
Local Shire or police station.
List five tips for managing generation Y or Z
Set clear expectations Offer flexibility Leverage their strengths like all generations Show them respect Communicate communicate communicate
