Establishing a service image

Employees of security organizations must understand the importance of their role in establishing the department's image as a reliable service provider. To that end, the manager should develop and communicate to employees a mission statement that clearly dedicates the organization to satisfying...

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Bibliographic Details
Published in:Security management 1997-11, Vol.41 (11), p.27
Main Authors: Cicerone, Bob, Anderson, Teresa
Format: Magazinearticle
Language:English
Subjects:
Access control
Customer relations
Customer satisfaction
Customer service
Customer services
Employees
Management
Managerial skills
Questionnaires
Security management
Security personnel
Security services industry
Security systems
Security systems industry
Skills
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Summary:Employees of security organizations must understand the importance of their role in establishing the department's image as a reliable service provider. To that end, the manager should develop and communicate to employees a mission statement that clearly dedicates the organization to satisfying its customers. The department or service cannot succeed unless it knows what customers expect. It must then match services to expectations and educate customers to ensure that expectations are reasonable. When expectations match performance as determined by measurements of customer reaction, the result is customer satisfaction. Officers can better meet customer expectations if properly trained. Managers must ensure that the tools, supplies and materials needed are available and in good condition. The manager must also ensure that jobs are manageable. Procedures and policies should be user-friendly.
ISSN:0145-9406
1930-6970