Customer Service and client satisfaction underpins everything we do ensuring a warm and welcoming environment providing improved senior management communication through to delivery of security services on the cold face.
Along with site specific training we ensure that all SIS staff deployed to sites undertake a Customer service enhancement training module to ensure services delivered are premium (These courses are Provide Quality Customer Service ICTCC13A, Manage Conflict through Negotiation PRSSO305A).
A Client Service Manager is appointed to oversee Strategic Issues that impact on the Contract attending scheduled meetings maximising the opportunity to ‘benchmark’ and improve services.
At the Operational Level, appointed Security Supervisor/Guards will engage with the appropriate managers to resolve service delivery matters.
Strategies to ensure quality in Customer Service include:
- Ongoing formal and informal training for staff
- Formal assessment of Customer Service and feedback by the Quality Manager
- Review of procedures to ensure Customer Service issues are addressed