Professional Award in Principles of Customer Service Excellence in Protective Services
Course Overview:
This course is designed to equip protective service professionals with the skills and knowledge necessary to provide exceptional customer service while maintaining safety and security. It focuses on communication skills, conflict resolution, understanding diverse client needs, and upholding professional standards in various situations.
Target Audience:
Professionals in the protective services sector, including security personnel, law enforcement officers, private security guards, and others in similar roles.
Programme Objectives:
The Professional Award in Principles of Customer Service Excellence in Protective Services is for learners who work or who want to work in a supporting role in arena of Security, Security Supervision and Management. It is suitable for learners who have little or no previous experience of the sector, including those returning to work after unemployment and school leavers. This course is designed to equip protective service professionals with the skills and knowledge necessary to provide exceptional customer service while maintaining safety and security. It focuses on communication skills, conflict resolution, understanding diverse client needs, and upholding professional standards in various situations.
Progression Opportunities
Learners who achieve the C1st Online Academy Professional Certificate can progress to the Intermediate Certificate in Customer Service Excellence Operations at Level 4, then the Diploma in Customer Service Excellence and leadership
Module 1: Introduction to Customer Service in Protective Services
- Overview of the protective services sector.
- Importance of customer service in security and protective roles.
- Balancing safety and customer service.
Module 2: Communication Skills for Protective Services
- Verbal and non-verbal communication techniques.
- Active listening and effective questioning.
- Communicating with diverse populations.
Module 3: Understanding and Meeting Client Needs
- Identifying and assessing client needs and expectations.
- Tailoring services to different client types.
- Professionalism and courtesy in protective services.
Module 4: Conflict Resolution and De-escalation Techniques
- Recognizing and managing conflicts.
- De-escalation strategies in tense situations.
- Maintaining composure under pressure.
Module 5: Navigating Sensitive Situations
- Handling complaints and grievances.
- Providing support in emergency situations.
- Privacy, confidentiality, and discretion.
Module 6: Cultural Competence and Inclusivity
- Cultural awareness and sensitivity training.
- Overcoming language barriers.
- Inclusivity in service delivery.
Module 7: Legal and Ethical Considerations
- Understanding legal responsibilities and boundaries.
- Ethical decision-making in customer service.
- Reporting and documentation best practices.
Module 8: Case study Project and Real-World Application
- Participants develop and present a customer service action plan or case study analysis.
- Peer review and feedback session.
- Course review and final assessments.
Assessment and Certification:
- Certification awarded upon successful completion of the course.
Learning Outcomes:
Participants completing this course will be able to:
- Demonstrate effective communication skills tailored to the protective services sector.
- Resolve conflicts and de-escalate tense situations with professionalism.
- Understand and effectively cater to the diverse needs of clients.
- Apply legal and ethical principles in customer service within the protective services.
This course combines theoretical learning with practical exercises, role-plays, and real-world case studies, ensuring a comprehensive learning experience for professionals in the protective services sector.
