1. Customer Service

2. 1. INTERNAL AND EXTERNAL CUSTOMERS
Internal Customers - An internal customer is any member of TGS Security Specialists who relies on assistance from another colleague to carry out his/her job duties, such as a Security Officer who needs assistance from a Control Room Operator to provide support in an emergency or a Security Officer needs an Alarm Engineer to reset an alarm system.
External Customers - a client who buys our services such as Manned Guarding, Keyholding, Mobile Patrols and their staff, visitors, etc. External customers have choice, and if they don’t like our service can take their business elsewhere.

3. 2. CULTURAL FACTORS
Culture is nothing but values of an individual. What an individual learns from his parents and relatives as a child becomes his culture. Cultural factors can include:
Social class - upper class buy those products or services that advocate his status such as Alarm Systems and Close Protection Officers while lower class clients buy the cheapest products/services if it satisfies their basic needs
Demographics - such as age, gender, socio-economic status – youngsters less likely own their own homes and business therefore may not need security services
Religious and/or moral views
Expectations:
Upper class may expect higher than normal service and buy more products than needed
Lower class may be more content with adequate service and buy less adequate products

4. 3. CHARACTERISTICS OF CHALLENGING CUSTOMERS
Difficult clients/customers - demanding, they are the customers who is always complaining about everything, who always finds a defect even in the smallest detail, never satisfied. Be patient and stay calm, do not fall into provocations, nor argue. We must show a genuine interest to them, listening carefully to their complaints and resolving them as soon as possible, gracefully accepting criticism, agreeing with them is some point.
Friendly customers - friendly, sympathetic, courteous customer, the customer is always that every business wants, but sometimes can get quite chatty, making us waste time. To deal with this type of client, we must be kind and friendly with them, though always trying to keep some distance, that is, not to give too much confidence.
Timid clients - customer is shy, introverted, silent, in most cases, uncertain and indecisive. This type of customer usually has difficulties  deciding on their purchase, so we must try to give them time to choose the right product, without interrupting or pressed. Or in any case, provide concrete products and few alternatives, so that their decision is facilitated.
Impatient customers - always in a hurry, the customer who wants to enter the business, shopping and leave as soon as possible. This type of client requires prompt attention, no matter what other customers who have been coming before him, and, generally, are tense.
Unsafe customers - unsure of themselves and nervous at the thought of failure or being wrong. They are difficult to manage because you control excessively. They find it difficult to trust strangers and this prevents them from forming relationships with TGS. Unsafe customers can also have difficulty trusting you to addressing new and different tasks, and review their work again and again.
Invader border - unable to perceive any barrier with you or your work. They call and send an at any time of day and night, waiting for an immediate response. They can not distinguish between what is really important and urgent and what is simply “something to do”. They invade your personal life and make you feel overwhelmed and even persecuted.

5. 4. HOW TO IDENTIFY DISSATISFIED CUSTOMERS
Customer does not report reoccurring problems with Security Officers performance
Customer continually contacts Contract Managers when a Security Officer can deal with a problem
Customer no longer wants to meet with Contract Managers
Customer does not respond to calls or s from Contract Manager or Security Officers
Customer does not complete feedback surveys
Customer always complains about factors outside of Security Officers control
Customer has given you a below average satisfaction rating

6. 5. CUSTOMER LOYALTY
High customer service increases loyalty. Give them more than they ask for – more patrols, more cover, extra tasks, extra services which offer greater value for money
Poor customer service creates anger, frustration and dissatisfaction which leads to cancellation of services or non-renewal as better customer service is sought and could be found elsewhere

7. 6. CUSTOMER SATISFACTION AND ORGANISATIONAL PERFORMANCE
If customers are satisfied then organisational performance targets such as KPIs will be met
Greater customer service leads to more satisfied customers, more retained customers and recommend other customers to TGS meaning more customers
Poor customer service results in more customers leaving TGS and recommending other customers to go elsewhere meaning less customers

8. 7. REPUTATION AND IMAGE OF AN ORGANISATION
The reputation of TGS is what people think of us. Reputation could be how trustworthy we are, the quality of our service, the helpfulness of our staff, etc. A good reputation encourages customers to buy from us when we have a service or product similar to a competitor offering the same service or product at similar prices. This may allow us to raise our prices and still sell our services. A poor reputation encourages customers to go elsewhere
The image of TGS is how we presents itself through our products, services, employees etc. This includes how we communicate, dress, behave and perform. Our image strongly influences our reputation

9. 8. DISSATISFIED CUSTOMERS
A) Listen to the customer, ask how they would like it resolved, refer to a colleague who can deal with the issue
B) Offer your help, direct them to location whilst being polite or alternative suggest where else they can find the product
C) Apologise on behalf of TGS for misleading them, attempt to clarify what they were looking for and advise whom can help them
Potential consequences:
Customer will make a complaint
Customer will tell others and lower our reputation
Customer will not return to the organisation therefore reduce profit margins
Reputation will be damaged and may result in fewer customers in the future
Customer will lose trust in organisation and not come back for more services
Customer will withdraw service requirement which may cause job losses

10. 9. ATTRACTING CUSTOMERS AND RETAINING THEIR LOYALTY
A) Low interest rates allow customers to spread payments over a longer period allowing services such as Keyholding and CCTV monitoring to be affordable. The lower the interest rate, the cheaper the service allowing for the overall value to be greater
B) Buy one get one free as offered as part of Keyholding and CCTV monitoring services offer customers the opportunity to get multiple sites covered for less value making security more affordable. This is typically used to encourage customers to try our services before our customers experience our services turning them into long term customers
C) Loyalty schemes encourage customers to switch all of their sites to TGS to provide their security. Due to the cost savings involved with dealing with one customer, our services will typically be cheaper to operate ultimately passing savings on to our customers reducing their overall costs
D) All staff hold SIA licenses meaning all employees have trained in customer service, patrolling, conflict management, physical intervention etc ensuring that they are guaranteed security officers that can protect them and provide the service they want and need