1. Communication Skills and Customer Care
Unit 1
Communication Skills and Customer Care

2. Basic elements of effective communication
Security operatives regularly come into contact with members of the public during the course of their duties
They also regularly interact with other members of staff and people from other organisations
Effective communication is vital

3. How we communicate SENDER ENCODES THOUGHTS SENDER SENDS
RECEIVER RECEIVES
RECEIVER DECODES

4. Different types of communication
Non-verbal
Verbal
Written

5. Verbal communication
“when we interact with another person using words and tone to convey our message”
The words we use are obviously important, but so is the tone in which we use those words. It’s not just what we say, but how we say it that counts

6. Non-verbal communication
“is everything else that we do when we communicate with another person on a face-to-face basis”
How we stand, what we are wearing, how close we are to the other person, eye contact, how we use our hands, other body gestures – these all help us to convey our message

7. Written communication
Within the workplace we will also be conveying messages using written communication, in the form of reports, letters and s

8. The importance of communication
…in the workplace
Effective communication helps us to:
Get the job done
Create a good impression of ourselves
Create a good impression for the organisation
Reduce incidents of conflict, aggression or violence

9. The importance of communication
…in a team
Communication skills play an important role in how we interact with our colleagues, supervisors and managers
Treat all members of staff with courtesy and respect, and expect to be treated in the same way
Good communication with our colleagues is essential

10. The different types of customer
Every single person you come into contact with is a customer

11. Internal customers These include: Work colleagues Supervisors Managers
Plus anyone working for any other company or organisation on the site

12. External customers These include: Visitors to the site Workmen
Delivery drivers
The emergency services
Neighbours
Members of the public

13. Diverse customer needs
Keep in mind that all customers:
are individuals
have differing needs and expectations
may be from different countries, religions & age groups
Personal values are formed as you grow up and are
affected by:
Birthplace
Where you live
Upbringing
Friends
Family

14. Security operatives need to take into account other people’s values, and try to choose the most appropriate and effective way of dealing with them

15. How differently would you treat these customers?

16. Customer care
One of our main roles as a security operative is looking after people
How we treat people when we deal with them is very important
Customer care is all about how we deliver our service, how we provide security to our customers on a day-to-day basis

17. Good customer care Be professional with every customer Be approachable
Concern yourself with the customer’s needs
Treat customers as you would wish to be treated yourself
Go out of your way to help customers
Leave customers pleased with how you have dealt with them

18. Poor customer care Using poor communication skills
Showing a lack of commitment
Expressing a lack of concern
Not listening to the customer
Making jokes or being rude
Ignoring or failing to acknowledge the customer
Appearing bored or impatient
Failing to do what you have promised

19. Effective communication skills & customer care
Communicating effectively is an important part of delivering customer care
Speak to customers in a way that is appropriate to them, shows professionalism & gets the job done

20. First impressions count.
Be smartly attired, polite and willing to assist

21. Dealing with customers
Make a good first impression
Acknowledge them straight away
Be polite
Show that you want to help them
Find out how you can assist them
Decide on the best course of action
Use their name if you know it
Make appropriate eye contact
Use clear speech

22. What is the aim when dealing with a customer?
To leave the customer feeling that they have been dealt with professionally, correctly and personally.