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Customer Service Skills For Security Guard: APSAI Training Room

This document provides guidance on customer service skills for security guards. It defines customer service and notes that the goal is to enhance customer satisfaction by meeting their needs. Customers are defined as anyone receiving services, both external customers who directly pay for services and internal customers who are coworkers serving external customers. Good customer service builds lasting relationships, while poor service loses business. Key characteristics of good customer service outlined are smiling, knowing services offered, being courteous, empathetic, prompt, reliable, explaining processes, and anticipating needs. Internal customers represent the company to external customers, so satisfied employees provide a positive external experience. The document stresses making a good first impression and using polite language rather than negative phrases.

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736 views18 pages

Customer Service Skills For Security Guard: APSAI Training Room

This document provides guidance on customer service skills for security guards. It defines customer service and notes that the goal is to enhance customer satisfaction by meeting their needs. Customers are defined as anyone receiving services, both external customers who directly pay for services and internal customers who are coworkers serving external customers. Good customer service builds lasting relationships, while poor service loses business. Key characteristics of good customer service outlined are smiling, knowing services offered, being courteous, empathetic, prompt, reliable, explaining processes, and anticipating needs. Internal customers represent the company to external customers, so satisfied employees provide a positive external experience. The document stresses making a good first impression and using polite language rather than negative phrases.

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© © All Rights Reserved
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CUSTOMER SERVICE SKILLS FOR SECURITY GUARD

APSAI Training Room


February3,2019
WHAT IS CUSTOMER SERVICE
Customer service is a series of activities designed to
enhance the level of customer satisfaction.

Insuring that the customer needs are met


Who are customers?
1. A customer is a recipient of a service
2. Customers are people who need your assistance
3. Customer is not an interruption to your job, they are
the reason you have job.
Types of Customer Service
Good customer service = Lasting mutual relationships
Average customer service =Steady relationships that
could be lost

Poor customer service = Lost business


CHARACTERISTICS OF A GOOD CUSTOMER SERVICE

1. START WITH A SMILE- LET THEM SEE YOUR SMILE

Smiling immediately puts the customer at


ease and signals you are ready and able to
help. Welcome them with your tone and
greetings.
2. KNOW THE SERVICES YOU OFFERED
- Help win customer’s trust and confidence

3. BE COURTEOUS
-Displaying professionalism show the customer that you value
them

4. TREAT CUSTOMERS WITH EMPATHY AND UNDERSTANDING


- Listen closely to what a customer has to say and offer a
solutions

- Customers want to know that you understands their


situation and their special circumstances. TREAT THEM AS
YOUR OWN AND THEY ARE IMPORTANT.
5. RESPOND PROMPTLY AND ACCURATELY
- Always do job right the first time- Have a sense or Urgency
6. BE RELIABLE
- Show your customer that you can be trusted- Never ever say that
“YOU DON’T KNOW” Its your responsibility to get the answers they
need. When we say we DO NOT know the answer it is a dead end to
the customer-
that’s frustrating “Find out it’s the only reason we’re here”
7. EXPLAIN THE PROCESS
- Make sure that your customer understand your process and procedures
8. ANTICIPATE CUSTOMER NEEDS
- The more you know your customer the better you can serve their needs.
INTERNAL CUSTOMER/
EXTERNAL CUSTOMER

WHO IS AN EXTERNAL CUSTOMER?


Anyone who receives the benefit of the services.
(paying Customers)

Valuing external Customer


-Without external customers, the company would
have no revenue and no reason for being in business.
Our services is designed with the goal of pleasing
these customers and meeting their needs.
Who is an Internal Customer?
• They are employees who serve external customers. (co-workers) 

Valuing Internal Customer


• Employees come to work with positive attitudes and the
intention of doing a good job.
INTERNAL CUSTOMERS AND THE
EXTERNAL CUSTOMER EXPERIENCE
Employees are the face of the company.

Satisfied employees represent the company with integrity


and enthusiasm.

The internal customer experience translates to a positive


attitude toward external customers.
MAKE A GOOD

FIRST IMPRESSION.
Be everything you would expect and want to your
CUSTOMER as you would for yourself.
Polite and Friendly Alternatives
NEGATIVE APPROACH POSITIVE APPROACH

I DON’T KNOW . . . . . . . . . . . . . . . . I’LL FIND OUT

NO . . . . . . . . . . . . . . . . . . . . . . . . . . . WHAT I CAN DO IS…

THAT’S NOT MY JOB . . . . . . . . . . . LET ME FIND THE RIGHT PERSON WHO CAN ASSIST YOU
WITH…

YOU’RE RIGHT THIS IS BAD . . . . I UNDERSTAND WHAT YOU FEEL

THAT’S NOT MY FAULT . . . . . . . . . LET’S SEE WHAT WE CAN DO ABOUT THIS

CALM DOWN . . . . . . . . . . . . . . . . . . I APOLOGIZE…

I WANT YOU TO … LET’S…


“Do what you can do best to your
client/customer they would want
to experience it again , and bring
their friends”
Role Playing..

(each group will create a script they have experience about


GOOD CUSTOMER SERVICE (what make it good)
POOR CUSTOMER SERVICE (what make it bad)
THANK
YOU!

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