SECURITY
SECURING CUSTOMER SERVICE
Greg O’Brien, Operations Director AM Services Group discusses the importance of incorporating a ‘friendly face’ mentality into your security services, to ensure a good customer experience.
Gone are the days when providing a security service was simply about sitting in a cabin, walking the building, patrolling the grounds, and ‘being seen’. Today’s security guards are charged with so much more. Monitoring CCTV, access control, conflict resolution, countering terrorism, first aid, and fire prevention are just some of the daily tasks that people working in security can be asked to take on.
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Security is strategic; it’s not just about protecting people and places, it’s about protecting the business and contributing to the client’s overall objectives, from reducing cost to sustainability.
Good customer service is increasingly a focus for establishing a competitive commercial edge. As customer experience challenges price and product as a key differentiator (60% of UK consumers
prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product), there is a demand for the security team to become a key part of keeping the customer satisfied. So, while security is a serious business, it is essential for teams to contribute to the positive customer journey by being friendly, helpful, putting people at ease, engaging with them, and offering assistance.
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