ACS Assessor Guide - Security Industry Authority

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ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 3Criteria 3 – Commercial Relationship Management3.4 An SIA Approved Contractor can demonstrate how it manages relationships with consumers.3.4.2 An approach to the management of consumer contact is in place and implemented.Required Achievement LevelConsumer contact is made duringthe delivery of the service to thecustomer.Front line employees are giveninstructions on how to dealeffectively with the consumer.The organisation is aware ofconsumer opinion through thenumber of complaints, includingitems of adverse feedback itreceives via its customers.Front line employees are giveninstructions on how to dealeffectively with the consumer.All aspects of the previouscolumn plus:The organisation gathers otherinformation, in addition tocomplaints (including items ofadverse feedback), from itscustomers regarding theconsumer’s view of them.All aspects of the previouscolumn plus:The organisation invites feedbackdirectly from the consumer.All employees are given ongoinginstructions on the correct way todeal effectively with the consumer.There are procedures in place tomonitor employee performance toensure compliance withinstructions.All aspects of theprevious column plus:Consumer opinion of theorganisation is valued.The organisation actively gathersinformation from a number ofsources regarding the consumer’sview of them.The organisation activelycommunicates with theconsumer to promote a positiveimage of itself and the sector/s inwhich it operates.78The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 33.4 An SIA Approved Contractor can demonstrate how it manages relationships with consumers.3.4.2 An approach to the management of consumer contact is in place and implemented.Clarification:Vehicle Immobilisers would have contact with consumers on a regular basis and there shouldbe instructions given as to how to handle consumers and the feedback gained.SIA licence training, especially for Door Supervisors and Vehicle Immobilisation, includes asection on dealing with the consumer, which is more relevant to Indicator 2.3.2.Some sectors, such as CVIT, may not deal with consumers at the point of service deliveryand internal training may focus on making employees more diligent and more aware of thethreats that exist on an everyday basis. This would be considered as an approach to themanagement of consumer contact.Linkages with other Indicators:1.4.1 The management of internal and external communication is handled effectively.2.1.1 Key service delivery processes have been identified and are understood by all.2.3.2 There is an awareness of the impact of service delivery on consumers at all levels ofthe organisation.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.2.4.4 All procedures are regularly reviewed.5.1.1 Information key to the business has been identified and is produced and delivered in aneffective and timely manner to relevant employees and other stakeholders.7.1.2 Leaders are involved in the development and implementation of all policies andprocedures.7.3.1 Leaders have developed a set of high values or codes of ethics that are implementedthroughout the organisation.8.1.2 Activities to promote and improve the reputation of the private security industry withthe local community and with customers are planned and implemented.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.9.2.1 The regular review of performance against responses from customer opiniongathering.9.5.2 Key measures are used to indicate reputation within the local community.79The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
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ACS Assessor Guide - Security Industry Authority

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