Application
This unit specifies the skills and knowledge required to coordinate provision of quality security services to a range of clients.
It includes:
clarifying work instructions, procedures and policies to deliver quality client services that satisfy specific client needs and preferences
using interpersonal techniques and negotiation to offer service options that meet client requirements
monitoring services and implementing contingency measures to maintain client satisfaction and negotiate resolution of conflict or client complaints
using interview and survey techniques to gather feedback on client service satisfaction and identifying and implementing service improvements.
It applies to people working independently or under limited supervision as members of a security team.
This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe what needs to be done to demonstrate achievement of the element. |
1. Identify client needs and service preferences. | 1.1 Review workplace policies and procedures to ensure compliance with legal rights and responsibilities when providing services to a range of clients. 1.2 Use interpersonal techniques to discuss and clarify client service preferences, needs and expectations. 1.3 Provide client with information about security services and systems to meet their specific needs, and assist client to select preferred option. 1.4 Recognise personal limitations that may impede the provision of required client services and seek assistance from relevant persons. |
2. Deliver quality client service. | 2.1 Review and follow work instructions to provide client services. 2.2 Identify client’s special requirements and adjust service to meet their needs. 2.3 Anticipate service problems or delays and promptly implement contingency arrangements to maintain client satisfaction. 2.4 Maintain communication with client and monitor service provision to provide up-to-date information and respond to changing circumstances. 2.5 Use negotiation to resolve conflict and client complaints, and report issues to relevant persons. |
3. Review and improve client service. | 3.1 Seek regular feedback from clients to ascertain their satisfaction with service provision using interview and survey techniques. 3.2 Analyse client feedback in consultation with relevant persons and identify improvements to future service provision. 3.3 Record and implement agreed improvements to client service procedures. 3.4 Securely maintain client records according to legislative and workplace requirements. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria:
language skills to use security industry approved terminology
writing skills to prepare routine reports and maintain client records using information technology such as a computer and software to send email communications
reading skills to interpret:
procedures and policies that clarify legal rights and responsibilities and client service standards
information and instructions written in English
speaking and listening skills to:
use questions and paraphrasing to clarify client needs
use negotiation to resolve client complaints and conflict
orally report client service information and issues, face-to-face and using a radio or phone
numeracy skills to estimate time required to meet client service requirements
problem solving skills to:
select client services to meet client needs and expectations
adjust service to meet changing circumstances or client needs
identify areas where client service can be improved
teamwork skills to adjust personal communication styles in response to the opinions, values and needs of others.
Sectors
Security operations