Customer Service

Refreshers Security Training
1
CONTENTS
 Principles Of Basic Security
 Communication & Reporting
 Customer Service
 Duty Handover & Take Over
 Access Control
 Emergency Response
Basic Principles of Security
 Maintain Grooming at workplace.

 Maintain Professional Look & Body posture while on duty
 Maintaining Punctuality & adhere to clients instructions
 Avoid eating, chewing ,smoking while on duty & in public areas
 Remain proactive
 Familiarization to all duty location & Assembly points
 Basic fire awareness knowledge in case of any emergency
 Keeping emergency contacts numbers at site.
 Basic Fire fighting techniques
Reporting & Communicating
• Incident reports
• Personal notebooks
• Search registers
• Visitor registers
• Key registers
• Duty sheets
• Accident reports
• Lost/found property registers
• Alarm activation reports
4
Incident Reports Should Include
 Who the report is for

 Who it was written by
 Date, time and place of incident
 How you were alerted to the incident
 What you saw and/or what you were told
 What happened
 What action you took
 What the result was
 Details of any other witnesses or people involved
 Description of people/injuries/property.
5
Incident reports should explain
How
Where
What
When
Why
Who
Operating the radio – common
pro-words
This is... “My call sign is…”
Over “My transmission ends, please respond”
Out “End of transmission”
I say again “I am repeating again what I have just said…”
Repeat “Please repeat your transmission…”
Received “I have received and understood your transmission”
Stand by / wait “Please wait whilst I do something…”
ETA / ETD “Estimated time of arrival / departure”
TDD-PR 02 Rev. 00 Falcon basic security training presentation

Customer Service
Customer Care
 One of our main roles as a security operative is looking after people
 How we treat people when we deal with them is very important
 Customer care is all about
how we deliver our service,
how we provide security to our customers on a
day-to-day basis.
8
DON’TS In Customer Service
 Using poor communication skills

 Showing a lack of commitment
 Expressing a lack of concern
 Not listening to the customer
 Making jokes or being rude
 Ignoring or failing to
acknowledge the customer
 Appearing bored or impatient
 Failing to do what you have
promised
9
DO,S In Customer Service
Be professional with every customer

Concern yourself with the customer’s needs
Treat customers as you would wish to be treated yourself
Go out of your way to help customers
Leave customers pleased with how you have dealt with them
Make a good first impression
Acknowledge them straight away
Be polite
Show that you want to help them
Find out how you can assist them
Use their name if you know it
Make appropriate eye contact
Use clear speech.
10
Duty Hand Over & Take Over
 People still on site

 Secure and insecure areas
 Areas of vulnerability
 Incidents during last shift
 Details of on-going incidents
 Missing or outstanding equipment
 Any hazards or dangers on site
 Expected visitors/deliveries
 Messages to action/pass on
 Any particular duties/tasks for the next shift
 Handover of necessary equipment/keys
11
Access Control
 Why would a client have a system of access control?
 Security –
 to reduce the risk of criminal (or dangerous) activity
 to prevent unlawful activities
 Safety –
 to know who is on the site in case of emergency evacuation
 There are numerous systems available for access control which may be divided into two
main types : Mechanical & Electronic
12
Access Control
 Mechanical – Mechanical systems rely heavily on human operators like : locks, shutters,
barriers etc.
13
Access Control
 Electronic: Electronic systems could still need and operator, but
also allow without staffing: electronic locks, swipe cards, biometric reader, proximity
reader etc.
14
Access Control
 The most common locations of access control are reception, gate house area and key
vulnerable areas within the building or remote entrances.
 Access control at the gate house is mainly concerned with control of vehicles but could also
be applied to pedestrian access.
 The gate house/Building is the first point of contact for visitors and your behavior, image
and level of customer service is important.
15
Access Control
 There will be times when security will have to deal with unauthorized access/ force entry
 In such situations follow the procedure/ post order or company policy.( collecting details,
informing superior/ control room etc.)
16
Emergency Response
 Sudden, unexpected, or impending situation that may cause injury, loss of life, damage to
the property, and/or interference with the normal activities of a person or firm, which,
therefore may require immediate attention or remedial action.
Examples : Fire, medical, bomb threat, natural calamities, gas leakage, water leakage, power
failure, force entry, vandalism, riots etc.
17
Remember !!!
Be familiar with your workplace.
Be aware with the emergency procedures &

contact numbers
Know the nearest exit routes, assembly points and

fire extinguishers location.
If you discover a fire
• Raise the fire alarm by shouting ‘Fire, Fire’

• Pull the nearest fire alarm button (MPS)
• If able (and only if safe ) tackle the fire (PASS)
• If able call the Emergency Rescue Team and Fire 999
Evacuation
 Evacuation should take place on the instruction of management and security staff must
know the evacuation procedures for the site they are on. Security staff must act calmly and
professionally when directing evacuation, so as not to add to panic.
20
Medical Emergency
 Don’t be panic, stay calm and inform superior immediately
 Identify hazards & ensure personal safety
 If required, call Emergency Response Team (ERT) 999
 Provide supportive care by controlling the crowd.
 Prevent others from accessing the scene.

• .
THE END!!
QUESTIONS IF ANY?

Customer Service

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Refreshers Security Training

 Principles Of Basic Security

 Communication & Reporting

 Duty Handover & Take Over

 Maintain Grooming at workplace.

 Who the report is for

Over “My transmission ends, please respond”

Out “End of transmission”

I say again “I am repeating again what I have just said…”

Repeat “Please repeat your transmission…”

Received “I have received and understood your transmission”

Stand by / wait “Please wait whilst I do something…”

ETA / ETD “Estimated time of arrival / departure”

TDD-PR 02 Rev. 00 Falcon basic security training presentation

 Using poor communication skills

Be professional with every customer

 People still on site

 Why would a client have a system of access control?

 to reduce the risk of criminal (or dangerous) activity

 to prevent unlawful activities

 Electronic: Electronic systems could still need and operator, but

vulnerable areas within the building or remote entrances.

be applied to pedestrian access.

and level of customer service is important.

therefore may require immediate attention or remedial action.

failure, force entry, vandalism, riots etc.

Be familiar with your workplace.

Be aware with the emergency procedures &

Know the nearest exit routes, assembly points and

• Raise the fire alarm by shouting ‘Fire, Fire’

professionally when directing evacuation, so as not to add to panic.

 Don’t be panic, stay calm and inform superior immediately

 Identify hazards & ensure personal safety

 If required, call Emergency Response Team (ERT) 999

 Provide supportive care by controlling the crowd.

 Prevent others from accessing the scene.

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