Identify Customer Needs
- Make a good first impression
- Dealing with the customer as a host
- Pointing out facilities
- Create a safe and happy atmosphere
- Making the Security staff approachable
- Encourage customers to come into the venue
- Keeping up the standards expected by the customer
Identify Management Needs
- Create a good working relationship between the Security Staff and the Manager
- Putting into practice a Code of Conduct
- Regular visits by senior management to ensure standards are maintained
- Liaison with the local authorities ie Licensing etc and sending a positive message to these bodies
- Monthly review of staffing levels
- Weekly meeting between Security Staff and the site Manager to resolve any problems
- Regular training evenings
- Improve standards of customer care.
- Risk assessment in problem areas, ie dealing with Drug detection
- Set up quick response teams to cover problem areas
- Budget proposals and breakdown
Training
Training to SIA standard levels one and two covers the following areas:
- Health & Safety
- Fire & Evacuation
- First Aid
- Licensing Law
- Drugs Recognition and Awareness
- Conflict Management
In addition Dove Security, provides In-House training on:
- Appearance and Manners
- Dealing with Frustration
- Attitude towards Drugs
- Talk-down procedures
- Recording of evidence
- Definition of assault
- Dealing with offensive weapons
- Body language
Mystery Customers
To keep to the standard we expect of our staff, venues covered by Dove Security are regularly visited by our Mystery Customers.
We have three types of person who will report back to us with there findings. If a venues staff score less than 85% then the team is monitored very closely to find out problem areas and then directed to make the necessary changes.
Types of Mystery Customers used:
- Young Female
The young Female is specifically chosen to look under the age of 18 years (although she will be over 18 years). She will approach the front door of a venue to see if the door staff will ask her for identification to prove her age. Also she will spend time in the venue to see if a female would find the venue and staff intimidating
- Investigator
Will spend time in a venue to see if it has a drugs problem, if the staff are giving away drinks, if the door staff are letting people in for free Etc.
- Mr Average
Will spend time in venue to find out the personality of a venue and if the door staff are suited to that type of place
Other Services Available
- Personal 1 to 1 security
- Outside Events
- Manned Guarding
|
