RiskXtraDecember2018

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x RISKXtra Showcase: Security Guarding Security officers are often the most visible individuals in your building and likely to be the first point of contact for clients when visiting your organisation. Here, Amanda McCloskey explains why the customer experience offered by today’s security professionals really matters Amanda McCloskey: Sales and Marketing Director at CIS Security The ‘Customer First’ Approach CIS Security is an award-winning independent security company based in London. We adopt a partnership approach towards our clients. Our success within corporate, public and cultural contracts nationwide has galvanised our reputation as ‘the best in the business’. Only the really outstanding security guarding companies have the quality credentials to back up their sales messages and CIS Security is in the top tier with an NSI Gold accreditation (among many others). The security industry is undergoing a phase of change. Looking at the privilege that Front of House security staff hold as the custodians of ‘the building experience’, it becomes clear that officers are a key touchpoint in the customer journey in most organisations. As they walk into the building, your visitors are multisensory radars, absorbing information from all around them. Officers are handed a split-second performance opportunity to display a number of key indicators that will be processed by the visitor and used to decide things like the quality of the institution, how it treat its staff, how safe the building is and how they will be valued as a visitor. Business improvement At CIS Security, we recognise that there’s a huge opportunity to stand out from our peers by developing our customer experience to an outstanding level. The rationale for a customercentric approach is clear – investing in the customer experience will improve our business and our clients’ businesses. Our clients tell us that happy staff are more productive, while visitors who feel welcome and attended to will come back and do more business with them in the future. Some time ago, we set ourselves the challenge of raising customer service standards, adding further value through innovation to ensure that what’s being offered on site is a truly professional service underpinned by a culture of continuous improvement that makes end users notice the security team for all of the right reasons. Gone are the days of a security officer being seen and not heard. We encourage positive engagement in our staff through a number of internal initiatives aimed at raising confidence levels and bringing out personalities. We also nurture the ambition of our staff by offering succession opportunities with flexibility and control over work and workspaces. We stimulate innovation, organising feedback surveys, focus groups and Think Tanks that provide space for reflection and planning. Our overall objective is to be a force for good in society and our strategies and tactics as a business focus on that very cause. All of this goes hand in hand with a specially devised training programme aimed at delivering world-class customer service. This customercentric approach has the elegant, yet farreaching ripple effect of impacting positively on security perceptions. Proactive efforts towards improved customer experience in our industry are one of the best tools we have for deterring crime and terrorism at clients’ premises. Robust culture plan Our aim is to deliver enhanced customer service for our clients and end users in order to position CIS Security as a sector leader in customer experience with a security focus. We traced visitor journeys to identify areas where security personnel can make a difference. The outcome achieved was a robust customer service culture plan which was implemented from Board level outwards. Staff told us that they appreciated the investment we were making in them and gained confidence by dint of sharing their own ideas on how they can make a difference in their roles. We’ve flexed our methods as we progress through ‘The Information Age’. It’s a time when the opportunities we can create for our customers become greater. Outstanding customer experience is the backbone of our aspirations for the security profession. 38
ALWAYS THERE TOP TIER ACS APPROVED SECURITY SERVICES – GUARDING, CCTV, DOOR SUPERVISION KEYHOLDING & ALARM RESPONSE Everyday, we strive towards productive partnerships with each of our clients in a number of security specialisms. Listening and reacting to our customers is what makes us an award-winning security company. www.cis-security.co.uk
Page 1 and 2: x www.riskxtra.com RISKXtra Securit
Page 3 and 4: x RISKXtra December 2018 Contents 4
Page 5 and 6: x RISKXtra Editorial Product upgrad
Page 7 and 8: News Update Government efforts focu
Page 9 and 10: News Analysis: ISC Report on UK Mai
Page 11 and 12: Opinion: Developing Security Skills
Page 13 and 14: Opinion: The Security Threat of Unm
Page 15 and 16: x RISKXtra BSIA Briefing Back in 20
Page 17 and 18: What Fire System Would You Choose t
Page 19 and 20: Cyber Security: Partnership Working
Page 21 and 22: Duty of Care: A Culture of Mutual R
Page 23 and 24: Certification in the Security and F
Page 25 and 26: FIRE SAFETY Management & Installati
Page 27 and 28: Thankfully, those taking the instal
Page 29 and 30: Evacuate everyone EN54-23 Approved
Page 31 and 32: FIRE SAFETY Vimpex makes move into
Page 33 and 34: FIRE SAFETY Kentec to showcase fire
Page 35 and 36: x www.riskxtra.com RISKXtra Securit
Page 40 and 41: x RISKXtra Showcase: Intruder Detec
Page 42 and 43: x RISKXtra Showcase: Perimeter Prot
Page 44 and 45: x RISKXtra Showcase: Critical Commu
Page 46 and 47: x RISKXtra The Changing Face of Sec
Page 48 and 49: x RISKXtra The Changing Face of Sec
Page 50 and 51: x RISKXtra Meet The Security Compan
Page 52 and 53: x RISKXtra Failing to Plan is Plann
Page 54 and 55: x RISKXtra Whether it be the desire
Page 56 and 57: x RISKXtra CCTV Cameras and Fire De
Page 58 and 59: x RISKXtra ‘Mastery’, ‘Autono
Page 60 and 61: x RISKXtra People and Processes: Th
Page 62 and 63: x RISKXtra Apprenticeships: Revolut
Page 64 and 65: x RISKXtra Risk in Action Jacksons
Page 66 and 67: x RISKXtra Technology in Focus Tech
Page 68 and 69: x RISKXtra Appointments John Hirst
Page 70 and 71: ACCESS CONTROL ACCESS CONTROL ACCES
Page 72 and 73: CONTROL ROOM & MONITORING ADVANCED
Page 74 and 75: POWER UPS - UNINTERRUPTIBLE POWER S
Page 76: Emergency Stairway Evac+Chair prov

RiskXtraDecember2018

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