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Customer Service and Visitor Relations
CHAPTER 7
Customer Service and Visitor Relations There are still those who do not believe customer service and security have a close relationship. While the benefits of good customer service may be obvious to the institution, the benefits to the security program are not as easily recognized. It all begins from the first contact the visitor has with the property. If the parking lot is littered with trash, the p arking attendant is surly or unfriendly, the greetings from other employees are unenthusiastic, and the visitor is left with a poor impression.This is before even entering the facility. Visitors entering with a poor impression do not feel any obligation to be cooperative with rules or the directions of others. The first real opportunity to change a poor impression is with the person or persons assigned at public entries. There should be a greeting for everyone entering the facility. Whether it is given by the security officer, volunteer, visitor services person, or other staff, the entry greeting sets the tone for the visit. Security does not need to serve in a “retail” function, describing which aisle has specials, or even where the most popular exhibits are located. The whole purpose of the greeting is to take away the feeling of anonymity, put forth a welcoming environment, and initiate a form of control. Some people do not want to be greeted, or be involved in conversation in any way, particularly if they are there to see artwork, do research, observe exhibits, or even meditate. The fine line in offering good customer service is determining what is reasonable and where aggressive customer service crosses the boundary into annoyance. We want visitors and others to feel like they are receiving special treatment. Those who may there to cause harm, steal, vandalize or commit other infractions do not want special treatment. They do not want any treatment at all that draws attention to them. That is the value of aggressive customer service, at the right time, it deters unwanted acts, and takes away the opportunity to steal. The entire length of the visitor’s experience is subject to the influence of good, bad, or indifferent customer service. From simple needs like 75
76
Safeguarding Cultural Properties
locating a restroom, to garnering information about the institution, visitors want to be treated with respect, have their questions answered, and their problems solved. Many of these functions fall upon the most immediately available resource, often the security officer.Your training program needs to reflect these needs and the best direction for officer’s response. While you cannot always predict exactly what will take place, you can offer a proper attitude to deal with problems, and rehearse typical scenarios. The actual occurrence and how the officer deals with it will most likely be a judgment call on the part of the officer. That is where that old adage, “treat others as you want be treated” comes into play. Officers should also be reinforced with the understanding that whenever they do not have the answer or the solution right at hand, they should request a supervisor. For general clarification and guidance, we have developed these “Ten Commandments” of customer service: 1. Thou shalt interact with visitors a. An interaction with a visitor is not an interruption of your work—it is your work. 2. Thou shalt maintain a good attitude a. Attitude is everything! Do not bring a bad attitude to work! 3. Thou shalt smile a. A smile is free, but it is worth a million bucks. 4. Thou shalt make eye contact a. Eye contact and acknowledgment eliminates anonymity. 5. Thou shalt control body language a. Your body says it all! 6. Thou shalt do unto others… a. You know the rest. Treat every visitor like you would want your mother, father, aunt, uncle, sister, or brother treated! 7. Thou shalt not argue a. Do not argue with anyone…ever! 8. Thou shalt strive for compromise a. How can the visitor and you both accomplish their goals? 9. Thou shalt respect our reason for being a. We exist for students, staff, and visitors 10. Thou shalt provide good security a. Good customer service equals good security! Think about the businesses you frequent and what your customer service experiences have been. In all likelihood, your shopping and dining experiences are somewhat influenced by the customer service you receive. When
Customer Service and Visitor Relations
77
you visit a large box store, is it possible to find someone to help you? When you do, how eager are they to assist? One large discounter is notorious for poor service. And that same large chain has closed many of its outlet. In retail surveys, they had one of the highest loss ratios. Any relationship between customer service and shoplifting? What about d ealing with people on the phone, or in person who do not do well with the English language? Does not that make you feel like management does not really care if you understand them or not? Where have you experienced exceptional service? In a recent visit to a large hotel, I was surprised to notice the hotel’s security officer assisting guests with their luggage. At first this seemed to be a diversion of the officer’s responsibility, and perhaps a task he did not appreciate. Then I met the officer, who exemplified friendliness and professionalism. I could not resist meeting with the hotel manager before departing, to thank him for the outstanding service demonstrated by the security officer. He advised me that the hotel received kudos from all over the world from former guests who said they come back to that hotel just because of that special service. I am also reminded of a story from a museum in northwest Massachusetts where an elderly visitor declined to pay the entry fee to visit the museum’s library. A security officer working in that area followed the visitor into the parking lot, and offered to pay his entry fee. The visitor was, in fact, one of the museum’s benefactors who wrote a glowing report to the museum director, complimenting the security officer.The officer, is, by the way, with the museum’s contract security service. It is every officer’s additional duty, additional responsibility, to be a professional visitor service representative of the institution. It begins with the entry greeting, follows through with the continuous availability of service, and immediate response to visitor needs. Even in the enforcement of rules, officers are required to do so with professionalism, in a friendly demeanor. Every visitor should be treated with respect, in a friendly manner, unless and until there is a total rejection of requests for compliance with posted rules and regulations. Even then the officer’s response should be professional and respectful. Good customer service promotes cooperation, reduces the opportunity to steal, deters criminal activity, and makes everyone feel good!
Customer Service and Visitor Relations There are still those who do not believe customer service and security have a close relationship. While the benefits of good customer service may be obvious to the institution, the benefits to the security program are not as easily recognized. It all begins from the first contact the visitor has with the property. If the parking lot is littered with trash, the p arking attendant is surly or unfriendly, the greetings from other employees are unenthusiastic, and the visitor is left with a poor impression.This is before even entering the facility. Visitors entering with a poor impression do not feel any obligation to be cooperative with rules or the directions of others. The first real opportunity to change a poor impression is with the person or persons assigned at public entries. There should be a greeting for everyone entering the facility. Whether it is given by the security officer, volunteer, visitor services person, or other staff, the entry greeting sets the tone for the visit. Security does not need to serve in a “retail” function, describing which aisle has specials, or even where the most popular exhibits are located. The whole purpose of the greeting is to take away the feeling of anonymity, put forth a welcoming environment, and initiate a form of control. Some people do not want to be greeted, or be involved in conversation in any way, particularly if they are there to see artwork, do research, observe exhibits, or even meditate. The fine line in offering good customer service is determining what is reasonable and where aggressive customer service crosses the boundary into annoyance. We want visitors and others to feel like they are receiving special treatment. Those who may there to cause harm, steal, vandalize or commit other infractions do not want special treatment. They do not want any treatment at all that draws attention to them. That is the value of aggressive customer service, at the right time, it deters unwanted acts, and takes away the opportunity to steal. The entire length of the visitor’s experience is subject to the influence of good, bad, or indifferent customer service. From simple needs like 75
76
Safeguarding Cultural Properties
locating a restroom, to garnering information about the institution, visitors want to be treated with respect, have their questions answered, and their problems solved. Many of these functions fall upon the most immediately available resource, often the security officer.Your training program needs to reflect these needs and the best direction for officer’s response. While you cannot always predict exactly what will take place, you can offer a proper attitude to deal with problems, and rehearse typical scenarios. The actual occurrence and how the officer deals with it will most likely be a judgment call on the part of the officer. That is where that old adage, “treat others as you want be treated” comes into play. Officers should also be reinforced with the understanding that whenever they do not have the answer or the solution right at hand, they should request a supervisor. For general clarification and guidance, we have developed these “Ten Commandments” of customer service: 1. Thou shalt interact with visitors a. An interaction with a visitor is not an interruption of your work—it is your work. 2. Thou shalt maintain a good attitude a. Attitude is everything! Do not bring a bad attitude to work! 3. Thou shalt smile a. A smile is free, but it is worth a million bucks. 4. Thou shalt make eye contact a. Eye contact and acknowledgment eliminates anonymity. 5. Thou shalt control body language a. Your body says it all! 6. Thou shalt do unto others… a. You know the rest. Treat every visitor like you would want your mother, father, aunt, uncle, sister, or brother treated! 7. Thou shalt not argue a. Do not argue with anyone…ever! 8. Thou shalt strive for compromise a. How can the visitor and you both accomplish their goals? 9. Thou shalt respect our reason for being a. We exist for students, staff, and visitors 10. Thou shalt provide good security a. Good customer service equals good security! Think about the businesses you frequent and what your customer service experiences have been. In all likelihood, your shopping and dining experiences are somewhat influenced by the customer service you receive. When
Customer Service and Visitor Relations
77
you visit a large box store, is it possible to find someone to help you? When you do, how eager are they to assist? One large discounter is notorious for poor service. And that same large chain has closed many of its outlet. In retail surveys, they had one of the highest loss ratios. Any relationship between customer service and shoplifting? What about d ealing with people on the phone, or in person who do not do well with the English language? Does not that make you feel like management does not really care if you understand them or not? Where have you experienced exceptional service? In a recent visit to a large hotel, I was surprised to notice the hotel’s security officer assisting guests with their luggage. At first this seemed to be a diversion of the officer’s responsibility, and perhaps a task he did not appreciate. Then I met the officer, who exemplified friendliness and professionalism. I could not resist meeting with the hotel manager before departing, to thank him for the outstanding service demonstrated by the security officer. He advised me that the hotel received kudos from all over the world from former guests who said they come back to that hotel just because of that special service. I am also reminded of a story from a museum in northwest Massachusetts where an elderly visitor declined to pay the entry fee to visit the museum’s library. A security officer working in that area followed the visitor into the parking lot, and offered to pay his entry fee. The visitor was, in fact, one of the museum’s benefactors who wrote a glowing report to the museum director, complimenting the security officer.The officer, is, by the way, with the museum’s contract security service. It is every officer’s additional duty, additional responsibility, to be a professional visitor service representative of the institution. It begins with the entry greeting, follows through with the continuous availability of service, and immediate response to visitor needs. Even in the enforcement of rules, officers are required to do so with professionalism, in a friendly demeanor. Every visitor should be treated with respect, in a friendly manner, unless and until there is a total rejection of requests for compliance with posted rules and regulations. Even then the officer’s response should be professional and respectful. Good customer service promotes cooperation, reduces the opportunity to steal, deters criminal activity, and makes everyone feel good!