Customer Care.pptx, this gives the brief idea

knowledgable

1. Customer Care

2. Introduction One of the main roles as a security operative is looking after people How we treat people when 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

3. The different types of customers Every Single person you come in a contact is a customer

4. Types of Customer Internal Customer: This includes Work Colleagues Supervisors Managers Plus anyone working for any other company or organization on the site External Customer: This includes Visitors to the site Workmen Delivery drivers The emergency services Neighbors Member of the public

5. Diverse Customers Need Keep in mind that all the customers: Are individual Have differing needs and expectations May be from different culture, religion and age Personal Values are formed as you grow up and are affected by: Friends Family Birthplace Where you live Upbringings

6. Security Operatives need to take into account other people’s values, and try to choose the most appropriate and effective way of dealing with them

7. How differently would you treat these customers ?

8. Good Customer Care Be professional with every customer Be approachable Concern yourself with the customer’s needs Threat 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

9. Poor customer care Using poor communication skills Showing 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

10. Effective communication skills and customer care Communication effectively is an important part of delivering customer care Speak to customers in a way that is appropriate to them Shows professionalism and gets the job done

11. First impression count. Be smartly attired, Polite and willing to assist

12. Dealing with customers 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 Decide on the best course of action Use their name if you know it Make appropriate eye contact Use clear speech