1/2 Day SOCS® Basic Training

In this very interactive session, participants will learn how to offer outstanding
customer service while providing Security Services.

With the Half-Day SOCS® training, your staff will learn habits, skills, and actions to
provide exceptional customer service – while maintaining their personal safety in
the workplace. This half-day course involves interactive exercises that increase the
retention and application from the participant.

All participants will receive a workbook and certificate.

Call us today to schedule SOCS® Training “Security Oriented Customer Service” for your organization.

Toll Free: 1.866.773.7763

On-Site Training
Cost: One course – $1,497 + expenses
Cost: Two courses in one day – $2,497 + expenses

Course Outline

• Introduction

What is Security Oriented Customer Service – SOCS®?

• SOCS® Objectives

• Customer Service Modules

Customer Service really is all about YOU!

• Proactive Response Planning

- Your Part of the Equation (T+S=R)
- Who is the Customer?
- Why Customer Service?

• Developing Customer Service Habits

- Identify Limiting Habits
- Creating New Habits
- Taking Action
- No Retreat/No Surrender Policy
- Evaluate Yourself
- Benefits and Commitment
- Identifying Limiting Habits and Successful Habits

• Module 1 – Your Attitude

- I+R=O
- Five Types of Individuals
- The Disease of Negative Attitudes
- Developing a Customer Service Positive Attitude
- Attitude Is Everything
- Identifying Limiting Habits and Successful Habits

• Module 2 – Your Presence

- Developing a Positive Customer Service Presence
- Presence and Use of Force
- Professional Image & Presence
- Authoritative Presence
- Defensive Presence
- Command Presence
- Identifying Limiting Habits and Successful Habits

• Module 3 – Choice and Mission

- What is a Mission Statement
- Organizational Mission Statements
- SOCS® Mission Statement
- Values and Choice
- A-B-Cs of creating a Personal Mission Statement
- Identifying Limiting Habits and Successful Habits

• Module 4 – Trust Your Intuition

- What is Intuition
- Your Five Senses
- Using Intuition
- Intuition Messengers
- Brain Teasers
- Developing Intuition
- Identifying Limiting Habits, and Successful Habits

• Module 5 – Meeting and Greeting

- Initial Contact
- Giving Directions
- Security Officer Etiquette
- Shaking Hands
- Three Messages Sent
- Meeting and Greeting Rules
- The Three Magic Words
- Common Courtesies
- Identifying Limiting Habits and Successful Habits

• Module 6 – Electronic Communication Skills

- Receiving and Transmitting
- Telephone Communications
- Leaving Messages
- Receiving Messages
- Transferring Calls
- Placing Customers on Hold
- Radio Communication
- E-mail Communications
- Identifying Limiting habits and Successful Habits

• Module 7 – Managing Your Stress

- What is Stress
- Types of Stress
- Managing Stress
- Stress Management Techniques
- 10 Steps to Reducing Stress
- Identifying Limiting Habits and Successful Habits

• Module 8 – Building Customer Relationships

- The Customers Emotional Bank Account
- Making Customer Deposits
- Types of Customers
- Dealing with Different Customers
- Controlling your Emotions
- Customer Contact Strategies
- Identifying Limiting Habits and Successful Habits

• Module 9 – Your Safety

- The Golden Safety Rule
- AVADE®
- What is AVADE®
- Spatial Empathy
- Contact and Cover
- The Right Angle
- Proper Stance
- Safety Rules for Dealing with Upset Customers
- Identifying Limiting Habits and Successful Habits

• Module 10 – Personal Self-Leadership

- What is Personal Self-Leadership
- Developing Personal Self-Leadership
- Ten Steps for developing Personal Self-Leadership
- Identifying Limiting Habits and Successful Habits

• Review

- Course Written Test
- Evaluation