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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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| Published in: | Security management 1997-11, Vol.41 (11), p.27 |
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| Main Authors: | , |
| Format: | Magazinearticle |
| Language: | English |
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| Online Access: | Get full text |
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| container_issue | 11 |
| container_start_page | 27 |
| container_title | Security management |
| container_volume | 41 |
| creator | Cicerone, Bob Anderson, Teresa |
| description | 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. |
| format | magazinearticle |
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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.</abstract><cop>Arlington</cop><pub>American Society for Industrial Security</pub></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0145-9406 |
| ispartof | Security management, 1997-11, Vol.41 (11), p.27 |
| issn | 0145-9406 1930-6970 |
| language | eng |
| recordid | cdi_proquest_reports_231133425 |
| source | Criminology Collection; ABI/INFORM global; ProQuest Social Science Premium Collection |
| 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 |
| title | Establishing a service image |
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