AGLIPAY SECURITY GROUP

QUALITY CONTROL, TRAINING & BUSINESS DEVELOPMENT

Tel# 637.49.67

COURSE OUTLINE / SYLLABUS For

CUSTOMER SERVICE & CONFLICT PREVENTION

April 6, 2013

A. COURSE DESGIN FOR:

1. Security Guards detailed on Malls, Offices, retail business and others 2. Security Guards for deployment to newly acquired posts Length of Seminar: Two (2) Hours Customer Service Two Hrs and Forty-Five Min. if Conflict Prevention will be discussed

B. GENERAL OBJECTIVE
To involve the security guards in security business and making them aware of their importance in the business. To maintain and restore harmonious relationship between co-workers and to customers. To avoid conflicts between co-workers, participants will be able to professionally handle rude person

C. SPECIFIC OBJECTIVES
1. At the end of the session, the participants will be able to know the parameters of being a Professional Security Guard. 2. Participants will be able to execute appropriate greetings. 3. They will be able to know how to deal with hostile customers. 4. To introduce the core principles of customer service to participants. Course Outline: 1. Nature of Customer Service - Definition of Customer Service - Classification of Customers - Internal & External Customers 2. Expectation to Security Guards - How to look, work and speak as a professional 3. Proper Use of telephone 4. Difficult Personality Types 5. Having a mature personality - Considering oneself - Self Reliance - Accepting unwelcome task - Harmony - Tolerance 6. Tips in Handling Complaints 7. Solving the conflicts before it starts - Characteristics of difficult person and us - Getting rid of the Cycle of Conflict - Resentment to Compassion - Reasons why others are difficult - Purpose, Our past, Wisdom of serenity, Energy and Responsibility POWER to change the situation

D. OBJECTIVE TEST
- Question and Answer - Short Quiz (Depending on the Instructor)

E. SUMMARY - The Instructor will summarize

Quality Control, Training & Business Development