SOCS® Trainer’s Course March 15th ~ Boston, MA

Course Title: Security Oriented Customer Service Trainer’s Course (SOCS®)  

Date: March 15, 2012

Times: 8:00 AM to 5:00PM  (Please arrive early -class will start promptly)  

Course Presenter: Dennis Riera

Course Location: TBA

Conference Rm: TBA

Lodging Information: Coming soon!

Register Here: http://schedule.personalsafetytraining.com/schedule_cal.php 

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One Day SOCS® Trainer’s Course Seminar  

Download or print the Trainer’s Course PDF file  

The trainer’s course will allow the attendee to train staff in techniques, actions to
provide exceptional customer service while maintaining their personal safety in
the workplace. This one day trainer’s course involves Ten Customer Service Training Modules – with proven instruction techniques to enhance learning and retention of the material
taught. ~ All participants receive a trainer’s manual, PowerPoint CD, student workbook,
trainer’s certificate and one-year membership enrollment. 

Course Outline    

• Introduction
  What is Security Officer 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 
      
• Instructor Development Curriculum
  Effective Instructors know that their interaction with their class–their
  motivation and inspiration – are needed to effect any long lasting change. 
  ` This section provides proven instruction techniques to enhance learning and
  retention of the material taught. 
  - Adult Learners
  - PowerPoint and Manuals
  - Presenting to Staff
  - Teaching Aids
  - Instructor Presentation
  - Teaching Practice
  - Presentation Evaluation
  - Bibliography
  - Procedures for Training
  - Training Requirements
  - Forms and Exam Information
  - Course Evaluation