Quality Customer Service and responsibilities

customer presentation is design for security personnel

1. PRAETORIAN SECURITY TRAINING AND
ASSESSMENT CENTER, INC.
3D JGS Complex, 4th Ave. Bagong Lipunan ng Crame, Quezon City, Philippines
110/16/25

2. Quality Customer Service
Professional Training Module
DIONICIO D MAGNIFICO
LPT CSP CST SPT SO3 DPO EODT ECNS PhD (hc) IIGRE
ACCREDITED PNP SOSIA LICENSE SECURITY PROFESSIONAL
TRAINER | SME

3. INSTRUCTOR PROFILE
MR DIONICIO D MAGNIFICO LPT, PhD(hc),IIGRE
CSP, CST, SPT, CSMS, CMPP, SRMS, CCSSM, S03, DPO, ECNS, OSHP, EODT
PGD Applied Criminology | PGD -Terrorism Studies | Paralegal | Forensic | Crime Analysts
Book Author | SME | Writer
Accredited PNP SOSIA License Security Professional
(Security Consultant*Security Manager*Security Officer*Security Training Officer*
Security Training Instructor* Protection Agent*Private Detective)
TESDA NC II -Security Services
TWG-Tripartite Technical Executive Committee Member -DOLE NCR (Employer Sector)
Technical Consultant
[email protected] *Direct Mobile Number 0935-880-9501* (Viber) 0919-450-2415

4. INSTRUCTOR PROFILE
MR DIONICIO D MAGNIFICO LPT, PhD(hc),IIGRE
CSP, CST, SPT, CSMS, CMPP, SRMS, CCSSM, S03, DPO, ECNS, OSHP, EODT
PGD Applied Criminology | PGD -Terrorism Studies | Paralegal | Forensic | Crime Analysts
Book Author | SME | Writer
Accredited PNP SOSIA License Security Professional
(Security Consultant*Security Manager*Security Officer*Security Training Officer*
Security Training Instructor* Protection Agent*Private Detective)
TESDA NC II -Security Services
TWG-Tripartite Technical Executive Committee Member -DOLE NCR (Employer Sector)
Technical Consultant
[email protected] *Direct Mobile Number 0935-880-9501* (Viber) 0919-450-2415

5. INSTRUCTOR PROFILE
MR DIONICIO D MAGNIFICO LPT, PhD(hc),IIGRE
CSP, CST, SPT, CSMS, CMPP, SRMS, CCSSM, S03, DPO, ECNS, OSHP, EODT
PGD Applied Criminology | PGD -Terrorism Studies | Paralegal | Forensic | Crime Analysts
Book Author | SME | Writer
Accredited PNP SOSIA License Security Professional
(Security Consultant*Security Manager*Security Officer*Security Training Officer*
Security Training Instructor* Protection Agent*Private Detective)
TESDA NC II -Security Services
TWG-Tripartite Technical Executive Committee Member -DOLE NCR (Employer Sector)
Technical Consultant
[email protected] *Direct Mobile Number 0935-880-9501* (Viber) 0919-450-2415

6. COPYRIGHT INFRINGEMENT
•LEGAL DISCLAIMER
This document is intended for informational
and training purposes only. It does not
constitute legal or professional advice. The
authors and publishers are not responsible
for any actions taken based on the contents
of this document. Organizations and
individuals should consult with legal and
security professionals to ensure compliance
with local laws and best practices. The use
of this document is at the sole risk of the
user.
page 6

7. •Guidelines for Participants:
•Punctuality – Arrive on time and be prepared for each session.
•Respect – Maintain professionalism when interacting with
trainers and fellow trainees.
•Participation – Engage in discussions, activities, and role-
playing exercises.
•Mobile Phones – Keep devices on silent mode; use only when
necessary.
•Confidentiality – Do not share training materials without
permission.
•Dress Code – Follow the prescribed uniform or business attire.
•Cleanliness – Maintain a clean and organized training
environment.
•Compliance – Follow all safety protocols and emergency
procedures.
•
page 7

9. Quality Customer Service
Means…
 Satisfying the needs of the customers
 Delighting the customers
 Surprising the customers and eliciting
from them a “wow” effect

10.  Is the totality of the
 customer’s opinions
 and attitudes toward
 a company, formed
 through all his
 contacts with its
 representatives.
Quality Customer Service

11. 2 Rules in Customer Service:
Rule#1 – The customer is always right
Rule#2 – If customer is wrong, refer to
rule no.1

12. “ The Customer is Always Right”
This means the customer will decide if he’ll
do business with you or not. He has the
RIGHT!

13. Who are your customers?
–“A person with whom one has dealings.”

14. Customer
Is the most important person who enters our
company
Is not dependent on us, we are dependent on
him
Is not an interruption of work, but the purpose
of it
We are doing him favor by serving. He is doing
us a favor by giving us opportunity to do so
Is not an outsider of the company but part of it.

15. Customer
Is not a cold static, he is flesh and
blood human being with feelings and
emotions like our own, with biases and
prejudices.
Is not someone to argue or match wits
with. Nobody ever won an argument
with customer
Is a person who brings us his wants. It
is our job to handle them profitably for
him and ourselves.

16. Two types of Customers
Internal Customer – people who work
inside the organization and rely on you for
the services and information they need to get
their jobs done
External Customer – People you deal with
either face to face or over the phone. Without
them there would be no sales, no business.

17. Six Basic Customer Needs
Friendliness – is usually associated
with being greeted politely and
courteously

Understanding and Empathy – Customers
need to feel that their circumstances and
feelings are appreciated and understood
by the service person without criticism or
judgement

18. Customer Needs..
Fairness – The need to be treated
fairly is high on most customers’
list module
Control – Represents the
customers’ need to feel as if they
have an impact on the way things
turn out.

19. Customer Needs..
Options and Alternatives – Customer need
to feel that other avenues are available to
getting what they want accomplished.
Information – Customers need to be
educated and informed about the policies,
and procedures they encounter when
dealing with the company.

20. Causes of Unfavorable Customer Relations
•Surveys provided that the following are the
significant causes of dissatisfaction among
customers:
1.Customers were not given a pleasant
greeting
2.Employees did not treat the customer with
respect (No ID, No Entry, appropriate attire, wearing sandals)
3.Employees made no effort to understand
the customer’s problem

21. Causes..
4. Employees walked away from a customer
or sent him from department to department
5. Customers could not get information
without a good deal of trouble
6. Customers received inaccurate
information
7. Employees seemed anxious to prove
customers wrong
8. Employees were ill-mannered or bad
tempered
9. Customers overheard employees making
unpleasant remarks

22. How to handle inquiries:
•When a customer asks for information,
smile and offer to help
•Ask question to find out what the
customer wants
•Look for sales opportunities and make
positive suggestions
•If you do not know the answer, find it
out for yourself

23. How to handle a complaint
Hear them out
Empathize
Apologize
Take the responsibility for action

24. How to deal with problems
Ask questions to clarify the problem
Solve the problem yourself if you can
Do not ignore or dismiss the problem (it
is important to the customer)
Do not blame the customer
Do not laugh at the problem

25. Gist Of
Customer
Service

26. You establish pleasant
eye contact and set the
tone for the rest of the
conversation.

27.  Establish eye contact.
 Smile.
 Greet the client appropriately.
 Be alert to your physical
appearance.

28. Identify the
customer’s needs

29. You identify his/her needs by
asking the customer &
listening to he/she wants to
say.

30.  Ask him to elaborate use

open-ended questions.
 Avoid technical jargon (term.
*Check if you understood
him correctly.

31.  Clarify facts.
 Paraphrase.
 Summarize his/her
concerns and break these
into manageable
components.

32. Satisfy the
customer’s
needs

33. You satisfy the
customer’s needs by
giving him/her what
he/she wants.

34. You give added value
by doing or giving a
little bit more than
what the client needs.

35. • Determine the extent of
the assistance you can
give.
• Know and understand
the services you offer.
• Explain reasons behind
policies and procedures.

36. • Summarize details
and
arrangements.
• End on a positive note.
• Thank the client.
• Invite him/her to your
service again.

37. You close the
transaction with
THANK YOU.

38. Principles of Effective
Customer Relations
•Smile
•Presentability
•Preparation
•Understanding
•Patience
•Tact
•Respect
•Honesty
•Language
•Importance
•Listening
•Consideration
•Closure

39. Six Cs of Customer Relations
•Clean- maayos,
•Courteous - magalang
•Conscientious – maingat
•Cooperative - matulungin
•Communicate - mapasalamuha
•Committed -

40. Successful Quality Customer
Service/Relations
The Bottom Line – Its all a matter of
attitude:
•Learn to view your customer as the job,
rather than an interruption of it.
•Understand that your co-workers are
internal customers and treat them with
the same respect you do to your
customer

41. Bottom Line..
•Service excellence starts at the top. As
a manager, what you say about the
service is nearly as important as what
you do.
•A customer focused company is
created when the person at the top
believes that service is so critical to the
success of the business that he or she
invest time, resources, effort.

42. CODE OF CODE OF
CONDUCTCONDUCT
STANDARD STANDARD
GROOMINGGROOMING

43. MAKE - UPMAKE - UP
• Customer Relation Agent (CRA) may use Customer Relation Agent (CRA) may use
make –up.make –up.
•Blush-on, lipstick and eye shadow are the only Blush-on, lipstick and eye shadow are the only
accepted make-up types.accepted make-up types.
•Light to moderate colored make –up is Light to moderate colored make –up is
recommended for employees on morning shift.recommended for employees on morning shift.
•Loud or outrageous colors are improper in a Loud or outrageous colors are improper in a
hotel environment.hotel environment.

44. TEETHTEETH
•Brushing and flossing after every meal are Brushing and flossing after every meal are
recommended. The use of a mouthwash is recommended. The use of a mouthwash is
also highly encourage.also highly encourage.

45. Body HygieneBody Hygiene
•Safety & Security Staff must always be clean Safety & Security Staff must always be clean
and well groomed.and well groomed.
•Perfumes or colognes with particularly strong Perfumes or colognes with particularly strong
scents are discouraged.scents are discouraged.

46. Hands & NailsHands & Nails
•Hands must always be clean.Hands must always be clean.
•Use of hand lotion is recommended.Use of hand lotion is recommended.
•Male employees, nails must be short, buffed Male employees, nails must be short, buffed
and trimmed to the edge.and trimmed to the edge.
•Female employees are allowed slightly longer Female employees are allowed slightly longer
nails. Nail polish, when applied, should be nails. Nail polish, when applied, should be
limited to a single tone, natural color.limited to a single tone, natural color.

47. Hair GroomingHair Grooming
( Male Employees)( Male Employees)
•Hair must be short & neat. Outrageous haircut is Hair must be short & neat. Outrageous haircut is
discouraged.discouraged.
•Long sideburns or bangs are not allowed.Long sideburns or bangs are not allowed.
•Hair length should be kept above the eyebrows and Hair length should be kept above the eyebrows and
above the uniforms collar.above the uniforms collar.
•Gel, mousse and hair spray is recommended to keep Gel, mousse and hair spray is recommended to keep
hair in place.hair in place.
•Exercise all measures to ensure dandruff is Exercise all measures to ensure dandruff is
eliminated.eliminated.
•Moustaches and/ or beards are not allowed.Moustaches and/ or beards are not allowed.

48. Female AgentsFemale Agents
•Hair must not cover the face or fall below the Hair must not cover the face or fall below the
eyebrow.eyebrow.
•Long hair may be kept in a ponytail or tied into Long hair may be kept in a ponytail or tied into
a bun.a bun.
•Employees are encouraged to use headbands Employees are encouraged to use headbands
or hairspray to avoid loose strands of hair.or hairspray to avoid loose strands of hair.

49. Male UndergarmentsMale Undergarments
•SocksSocks
•Long black socks are highly recommended, Long black socks are highly recommended,
specially when in uniform.specially when in uniform.
•Informal socks (sports socks or thick cotton Informal socks (sports socks or thick cotton
white socks) are discouraged.white socks) are discouraged.
•UndershirtUndershirt
•Plain white shirts are recommended, either in Plain white shirts are recommended, either in
round neck or v-neck variationsround neck or v-neck variations
•Printed tees or shirts with designs are Printed tees or shirts with designs are
discouraged,discouraged,

50. Female UndergarmentsFemale Undergarments
•Hosiery / StockingHosiery / Stocking
•Only plain stockings and hose are allowed: the Only plain stockings and hose are allowed: the
color must suit the person’s skin tone, except in color must suit the person’s skin tone, except in
cases where the color must match the uniform.cases where the color must match the uniform.
•Stockings must be free from snags, stitches or Stockings must be free from snags, stitches or
runsruns

51. AccessoriesAccessories
( Male Agents)( Male Agents)
•ShoesShoes
•Employees who meet the hotel guests must wear Employees who meet the hotel guests must wear
leather shoes.leather shoes.
•Black shoes are highly recommended for everyday Black shoes are highly recommended for everyday
use, especially when in uniform. Those shoes must use, especially when in uniform. Those shoes must
always be polished.always be polished.
•Employees on kitchen duty must wear rubber-soled Employees on kitchen duty must wear rubber-soled
shoes, preferably with black soles.shoes, preferably with black soles.
•Employees assigned to the Back Office must wear Employees assigned to the Back Office must wear
leather shoes. leather shoes.

52. AccessoriesAccessories
( Female Agents)( Female Agents)
•Employees who meet the hotel guest must wear high Employees who meet the hotel guest must wear high
heeled ( at least one inch) leather shoes.heeled ( at least one inch) leather shoes.
•Black shoes are highly recommended for everyday Black shoes are highly recommended for everyday
use, especially when in uniform. Those shoes must use, especially when in uniform. Those shoes must
always be polished.always be polished.
•Refrain from using open-toe shoes, stilettos or Refrain from using open-toe shoes, stilettos or
sandals when on duty.sandals when on duty.
• Employees assigned to the Back Office must wear Employees assigned to the Back Office must wear
leather shoes. leather shoes.

53. Hair AccessoriesHair Accessories
•Large or flashy hair accessories are not Large or flashy hair accessories are not
recommended, dark colored ones are recommended, dark colored ones are
advisable.advisable.
•Employees on kitchen or food duty are required Employees on kitchen or food duty are required
to wear hairnets.to wear hairnets.
•Cooks must use hairnets and chefs’ hats.Cooks must use hairnets and chefs’ hats.

54. RingsRings
•Employees on duty may wear only one ring. Employees on duty may wear only one ring.
However, those assigned to Food Preparations However, those assigned to Food Preparations
are discouraged from wearing rings while on are discouraged from wearing rings while on
duty. duty.

55. EarringsEarrings
•Only female employees may wear earringOnly female employees may wear earring
•Earrings must be worn only on the lower Earrings must be worn only on the lower
earlobes. Nose rings, tongue rings or any other earlobes. Nose rings, tongue rings or any other
body piercing rings may not be worn when on body piercing rings may not be worn when on
duty. duty.
•Only stud earrings with pearls or birthstones Only stud earrings with pearls or birthstones
may be used. Loops or dangling earrings are not may be used. Loops or dangling earrings are not
recommended. recommended.

56. WatchesWatches
•Formal watches are recommendedFormal watches are recommended
•Steel-strapped watches must be either silver or Steel-strapped watches must be either silver or
gold.gold.
•Leather strapped watches must come in black, Leather strapped watches must come in black,
beige, brown or dark blue.beige, brown or dark blue.
•Cooks, pantry men, kitchen helpers and Cooks, pantry men, kitchen helpers and
stewards are prohibited from wearing watches. stewards are prohibited from wearing watches.

57. Name Plate / IDName Plate / ID
•All employees, especially front liners, must wear their All employees, especially front liners, must wear their
identification tags and / or nameplates at all times identification tags and / or nameplates at all times
while on duty.while on duty.
•Name plates must be clean, polished and worn at Name plates must be clean, polished and worn at
the upper left corner of the outermost garment.the upper left corner of the outermost garment.
•ID’s must be worn either by wearing it like a necklace ID’s must be worn either by wearing it like a necklace
( Using Official DLS-CSB Strap) or pinning it to the ( Using Official DLS-CSB Strap) or pinning it to the
lower right corner of the uniformlower right corner of the uniform

58. NecklaceNecklace
•Male EmployeesMale Employees
•Necklace must be kept underneath the undershirt Necklace must be kept underneath the undershirt
collar. No short or exposed necklaces will be collar. No short or exposed necklaces will be
allowed.allowed.
•Female EmployeesFemale Employees
•Necklace must be thin, simple and conventional Necklace must be thin, simple and conventional
design and kept unexposed underneath outer design and kept unexposed underneath outer
garments.garments.

59. UniformsUniforms
•Uniforms must be pressed, clean and free from Uniforms must be pressed, clean and free from
stains and dirt.stains and dirt.
•Check for damage to the uniform. Missing buttons Check for damage to the uniform. Missing buttons
and damage to zippers and the like constitute and damage to zippers and the like constitute
damage to the uniform. damage to the uniform.
•Neckties and bows must be pressed and match Neckties and bows must be pressed and match
the uniform.the uniform.
•Male employees are required to wear black Male employees are required to wear black
leather belts.leather belts.

60. COURTESY
•The First impression received by an
incoming guest creates the mood for his
entire visit. A Courteous and friendly
welcome makes a guest feel at home.
•Make a habit of using courtesy phrases
such as “Please”, “Thank You”, “ Excuse
me”, “Yes Sir/Ma’am, and “ Good
morning/afternoon/evening”.

61. •Never argue or lose your patience with a guest
or another employee.
•Do not raise your voice to call another person’s
attention.
•Do not discuss politics, religion or any other
controversial subject matter with guests- but DO
answer questions about the company or any
subject that will make their stay more enjoyable.
•Do not gather in groups to discuss personnal
matters, unless the discussion concerns the
Hotel. Should a guest approach, end your
conversation and attend to the guest.

62. Attendance and Punctuality
•The demands of school operations and the
working relationships between
departments require the employees’
presence in their respective offices or
places of work at a scheduled time. Lunch
and “merienda” breaks will be included in
the schedule and will only be allowed at its
designated place.

63. Promptness
•Is manifested in the immediate attention
and action taken by employees on official
matters assigned to them. Prompt delivery
of service expected of all employees of the
Hotel/School especially those in front line
position.

64. Use of Telephone
•The Hotel Employees’ privilege to
personal calls must not be abused. Calls
should have a maximum duration of
three(3) minutes and, if possible, made
only during break period. Proper telephone
etiquette should be observed at all times.
Long distance calls require prior approval
and authorization of the employee’s
Department Head.

65. Honesty
•The observance of house rules governing
regulation policy, standard operating
procedures, and use of company time is
expected. Hotel employees are exposed to
many confidential matters. Righteousness
is expected in matters of duty and
responsibilities.

66. Office Decorum
•Employees are expected to act
professionally. Boisterous laughter and
unruly behavior should be avoided,
especially in the presence of guests.

67. Good Housekeeping
•Office areas and other places of work are
to be kept neat and tidy. Before finishing a
workday, employees should make sure
that files and records are in their proper
places. Computers, printers, room lights,
air-conditioners and other electrical
appliances must be turned off. Offices and
working areas are no places for meals.

68. Halaga
•Kagalingan – Excellence
•Kabuluhan – Relevance
•Katangian – Distinctive quality
•Pagkatao – Edifying feelings of self-
worth or self-esteem
•Pagkamakatao – Having compassion
towards fellowmen
•Pakikipag kapwa tao – Dignifying
relations with others

69. Behavior (ASAL)
•Expressive core of the Filipino value
system
•Elements of ASAL:
–Damdamin – Emotional standard (Hiya,
delicadeza, amor propio, awa)
–Dangal – Moral Standard (Pagkabahala,
galang, utang na loob)
–Kapwa – Relational Standard – Pakikisama,
pakikitungo, pakikiramay

70. Weaknesses of the Filipino Character
•Ma-personal
•Walang disiplina
•Kanya-kanya
•Crab Mentality
•Walang Pakialam

71. Negative Attitudes Towards Work
(Maling Asal sa Pagtatrabaho)
•Carelessness and unconcerned about
how their attitude affects others
(pabaya at walang pakialam kung ang
sariling asal ay makakasakit o apekto
sa kapwa)
•Easily discouraged (Madaling mawalan
ng loob)
•Without goals (walang direksyon o
panuntunan sa buhay)

72. •Frequently tardy or absent
(Ugaling nawawala o laging huli kung
dumating sa pinagtatrabahuan)
•Unable to solve problems or take risks
(Ayaw gumawa ng pamamaraan upang
bigyang solusyon ang problema o
balakid sa buhay)
•Bored by routine (Tinatamad sa pang-
araw araw na gawain)

73. AVOID 8 Ts (DYSVALUES)
(WALONG Ts NA DAPAT IWASAN)
•TATAMAD-TAMAD
•TATANGA-TANGA
•TUTULOG-TULOG
•TSITSISMIS-TSISMIS
•TATAGO-TAGO
•TRATRAIDOR-TRAIDOR
•TSUTSUMI-TSUMIKAP
•TATARANTA-TARANTA

74. FIVE Is TO BE AVOIDED
1.INTRIGA
2.INGGIT
3.IRITASYON
4.IGNORAMUS-INUTIL
5.ISNABERA

75. PROPER ATTITUDES TOWARDS WORK
(TAMANG ASAL SA PAGTATRABAHO)
–PROFESSIONALISM- pagsunod sa
alituntunin ng kumpanya, pagiging
masunurin sa mga palakad ng
kumpanya.
–INITIATIVE (KUSA)- pagkakaroon ng
pagkusa o pauna sa dapat gawin sa
trabaho. Hindi na dapat pang
pagsabihan.

76. Basic Telephone
Phraseologies
•In answering incoming calls, you should Thank
the caller, state the name of the property, greet,
state your name and offer assistance.
•“Thank you for calling De La Salle College of St.
Benilde good Morning, how may I help you”.

77. •Never say “for a while” or “hold your line” “or
hold”.
•Never say “ok” or “yah”. Just a simple and polite
“yes sir/mam” will do.
•If the signal or voice is not clear, request that the
message be spelled or repeated.
•I’m sorry, can you please repeat that or could
you spell name for me, sir?
•All incoming calls pass through the Telephone
Exchange or the Front Desk. If the call is not for
the Front Desk, then it has to be transferred.
•The “Safety and Security Department? One
moment please, “I’ll transfer call now”.

78. •When transferring the call, line is busy on your
first try…
•“I’m sorry the line is busy. May I put you on hold
please and I’ll try again.”
•Try all lines in the office or nearest the phone
being accessed or try connecting for 10 rings or
when the call return function beeps, whichever is
shown.
•If the line is busy and you are the telephone
operator:
•“I’m very sorry but the line is still busy. My name
is __________. May I take your message for
Mr./Ms______ please?”

79. Telephone Tips
•Answer the telephone within three (3)
rings
•Smile as you pick up the phone. The caller
should feel you “smiling” as you talk.
•Speak in a polite, clear and moderate tone
of voice. Not too fast, not too slow
•Initially talk in English and then adjust your
language as the caller talks. Refrain form
speaking in Taglish.

80. •Always by the telephone console. Never
leave the telephone unattended while you
are on duty and ensure that there is a
competent reliever when you are on
official break.
•No eating, smoking or drinking while
conversing on the phone.
•No personal calls are allowed fir the staff
except in emergency case.
•Cover the mouthpiece as you talk to
another person inside the office.

81. THANK YOU