Chapter 2: Provide services to meet client needs and maintain client satisfaction

2.1 Confirm security needs with client and maintain confidentiality and professional conduct

  • Although clients frequently find the telephone the most convenient way to contact businesses, clarifying a client’s requirements via email is a more effective way to guarantee that client’s requirements are properly documented.
  • A great way to record client’s requirements for evaluation and confirmation is through emails.

Guidelines to help compose emails to clarify clients’ requirement and expectations

  • Put the client’s request again in the email, asking for clarification.
  • Provide all relevant information in the email to clarify the client’s requirement.
  • Ask for confirmation of the requirement.

Steps for keeping the information confidential include

  • Internal access to information is restricted to authorised people with a ‘need to know’ basis.
  • Controls and authenticated credentials are used to monitor system access.
  • Ensuring the safety of our buildings.
  • Consistently updating and auditing our data storage and security systems.

The Privacy Act gives you rights, including:

  • Being informed in general on what type of information to get and how to gather it.
  • Being notified why information is being collected in general.
  • Information may only be gathered for legitimate purposes.

Confidentiality

  • This section applies if a person obtains confidential information while participating in the Act’s administration.
  • Except for the subsection, the person must not record or disclose the information to another person (4).
  • Maximum fine—35 penalty units.

2.2 Select and explain service options to meet client needs in accordance with work instructions

  • Service options are known as the assistance you provide your customers from the time they first get in touch with your company until months and even years afterwards.
  • Being a trustworthy partner to your customers and going above and beyond to assist them in using, troubleshooting, and making educated decisions about your service are all parts of effective customer service.

Guard services

  • Guard security services give customers access to top-notch security, well-trained guards, and cutting-edge technology that will protect buildings, employees, and/or residents around the clock.
  • Security guards maintain a noticeable presence while displaying a wide range of abilities, from basic guarding to highly specialised security duties.

Guard services tasks

  • Static guarding
  • GateHouse Duties
  • Concierge services
  • Special Events Security
  • Control Room operators
  • First aid / medical support

Electronic security

  • Well-known systems like security cameras and burglar alarms add a tangible layer of safety to businesses that can help deter crime and spot signals of an unauthorised visitor. Electronic security services include:
    • CCTV security cameras
    • Access control
    • Alarm system
    • Alarm monitoring

Ways of Patrolling

  • Foot patrolling
  • Mobile patrolling
  • Military patrolling

Some Security services

  • Security Guard Services
  • Surveillance Devices
  • Patrolling Services
  • Crisis Management

The security services are provided in the following manner:

  • Building a strong online presence
  • Understanding and defining your ideal customers
  • Planning your marketing strategies to attract and promote your security services
  • Focusing on customer or client satisfaction.

2.3 Identify conflict situations that may affect service provision, and take required action to minimise impact on client satisfaction

Conflict

  • A conflict develops when all parties sense a danger. Whether the threat is real or not is irrelevant.
  • A conflict situation merely does not disappear if ignored. It usually worsens.

Conflicting signs include:

  • Direct threats
  • Boasting about previous violent encounters
  • Yelling and profanity
  • Invasion of personal space
  • Finger-pointing

Other common but less apparent signs include:

  • The high tone of voice
  • Laughing at odd or inappropriate times
  • Refusing to make eye contact
  • Tense body language

Conflict situations that are required to be identified include the following:

  • Availability of resources
  • Cash flow
  • Crowds
  • Delivery
  • Insurance, time penalties, disputes
  • Limited access to assistance and resources

Tips for reducing a tense situation

  • Identify the issue or point of contention.
  • Display a cool, collected demeanour.
  • Speak clearly and with a neutral tone of voice, free of annoyance or rage.
  • Enquire about the situation from their perspective.
  • Request their advice on how to reduce the tension.

2.4 Seek assistance from relevant persons to meet client needs where personal limitations are identified

While providing security services, the security officers may witness some personal limitations in fulfilling their responsibilities towards the respective clients.

Personal limitations

  • Not knowing the best way to perform a task
  • Adherence to OHS regulations
  • The present degree of expertise
  • Issues with meeting deadlines
  • An inability to carry out one’s obligations

Relevant personnel

  • Client including young people
  • Colleagues
  • Supervisor
  • Support services or agencies (eg emergency services)
  • Technical security specialists.

Assistance is sought in the following manner:

  1. Describe the limitation faced during working hours.
  2. Explain the reason and consequences of the limitations.
  3. Ask the person to provide assistance or solutions related to the problems faced.

Ways of seeking assistance

  • Face-to-face conversation.
  • Virtual meeting.
  • Sending mail.

2.5 Provide security services to meet client needs, and report outcomes to the client in a timely manner

  • Clients frequently return and use services again for two main reasons: the quality of the service and professionalism.
  • Security guarding is one such service that comes with added responsibilities.

Preparing to provide security services

  • Analyse client’s requirements
  • Prepare for clients services
  • Prepare equipment and resources
  • Assign tasks to security team
  • Conduct security tasks according to training and SOPs

How to meet client’s needs effectively?

  • Acknowledge your clients
  • Address the issues of the clients
  • Manifest empathy
  • Analyse your reviews
  • Improve your response times

Client reporting

  • Client reporting is to provide clients with regular updates on the work completed and the status of their projects.
  • You get to talk to those clients and demonstrate how you’ve been providing results for them based on these monthly (or bi-monthly, or weekly – it’s all up to you) reports.

Ways to resolve any little agreements between clients

  • Create a questionnaire for your client
  • Identify metrics and KPIs for the project
  • Determine the frequency of your reports
  • Automate the process
  • Add a specific duration summary

The following ideas are very beneficial for active listening practice:

Develop focused listening skills to assist you in taking in information without straying from the topic.

  • To avoid the talk sounding monotonous, acknowledge each other frequently with verbal nods and positive statements.
  • Ask follow-up questions to elicit additional information from the speaker.
  • When in doubt, pause and have the speaker repeat a certain phrase.
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