SECURITY: ROG HATLEM Words: Rog Hatlem Chief Executive,
C.UK Security Services Ltd
n the main, Train Operating Companies (TOCs) outsource their security requirements. The Rail Security Officers (Officers), who face the public on a day- to-day basis therefore have a large part to play in the image portrayed and the quality of the service provided by the TOC. Enhancing the passenger experience and the need to meet customer demands through improved service is uppermost on any TOCs priority list. It is therefore vital that a TOC chooses the right security company with which they can develop a partnership approach, based on openness, flexibility, information exchange and continual improvement. This approach can prove highly successful, however, it is a two way process which should not be taken for granted.
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Having the ability to provide a fl exible service, with Offi cers that are able to respond quickly to minimise disruption, will ultimately protect TOC revenue.
Customer service
Smart TOCs understand both the importance of good customer care and the vital role that Officers can play in enhancing the TOC’s image through the Officers interaction with the public. One way of improving the atmosphere at a railway station is to concentrate on cultivating better customer care, but all too often, the importance of this is over-looked.
SO MUCH MORE THAN JUST MANNED
GUARDING 52 RailCONNECT
Customer service is vital to any successful business, and even more so in the service industries, such as rail. Having a security team that is able to improve the quality of the service provided, protect the environment through good customer care, and whose appearance is smart and in keeping with the image of the TOC, will ultimately help to provide and maintain a good travel experience for the public.
The role of today’s Officer focuses more on customer care than solely security matters. The modern Officer needs to be personable, approachable and helpful as well as being able to maintain a secure environment, keep the public safe and to respond to incidents as and when they occur.
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