Published: 21 Aug 2021 in

Our core aim when working with you at your business is to provide you with quality security, whether that’s manned guarding, mobile patrols, door supervisors, or any other service we offer. Whilst it might be easy to assume this primarily involves being only focused on security, customer service plays an incredibly important role.

Customer service to the client

First and foremost, there’s our communication with you, our client. You expect us to be on time and well-presented with excellent verbal and written communication skills. You would expect any contractor to be an extension of your own team, to be respectful, organised, and well-presented. All of this goes hand in hand with quality customer service.

Customer service to the general public

The next section of customer service is with members of the general public. One of our security officer’s key training modules includes de-escalation training. This is particularly important for calming down volatile situations to reach a solution, without things escalating to violence. However, this is a particularly extreme example, as there are many other examples of quality customer service that might go unnoticed, but that doesn’t make them any less important!

For example:
•    Communicating current COVID-19 policies to customers, whether that’s limited capacity, the need to face masks still, or perhaps your business is still promoting the NHS track and trace system. We can communicate this calmly, setting the expectation and answering any questions customers might have.
•    Handling drunk and disorderly individuals and escorting them calmly off the premises. Unfortunately, over the pandemic, many people have forgotten what their alcohol limits might be! We can keep everyone safe, including that individual, and have a taxi called for them to take them home. This is a key illustration of quality customer service.
•    Exercising the ‘Ask for Angela’ scheme. For those that don’t know, the ‘Ask for Angela’ scheme is in place to protect individuals who might find themselves in an unsettling and uncomfortable scenario. This might be a date that’s gone wrong, someone who is feeling threatened by someone else, or perhaps they’ve been cat-fished. Approaching a security officer and ‘asking for Angela’ is a code word that signifies that this person needs help subtly leaving the premises. We can make that happen, whether that’s letting them out of the staff exit, calling a taxi for them, or escorting the threatening individual off the premises (if things escalated). We feel this demonstrates excellent customer service to anyone enjoying themselves at your business.

Customer service during our concierge service

Finally, there’s the security service that puts customer service at the very heart! Our concierge service! This service is perfect for making the best first impression, with trained security officers willing and ready to go the extra mile to make your business acquaintance comfortable.

We look forward to hearing from you, discussing your specific security requirements and timescales, and finding a solution that enables you to operate securely and productively!

Alternatively, if you’re looking to further your career within the security industry with Carter Security or explore other job options with Carter Staffing, please check the careers section on our website or email us an up to date copy of your C.V. We never subcontract, we invest in training and we work hard to support our staff. We look forward to meeting you.