SOCS® 1-Day Instructor Course Outline

SOCS® (Security Oriented Customer Service)

Upon successful completion of the 1-day SOCS® certification program, Instructors will receive the following:

  • SOCS® 3-year In-house Instructor certification from Personal Safety Training Inc.
  • Authorization to train and certify staff in the:
    • SOCS® (4 hour) certification course
    • SOCS® (8 hour) certification course
    • SOCS® re-certification course
SOCS® Instructor package includes:
  • PowerPoint CD for the SOCS® 4 hour and 8 hour certifications.
  • SOCS® Instructor manual
  • SOCS® Habit Cards
  • Copy of “Be Safe Not Sorry” – the Art and Science of keeping YOU and your family Safe from crime and violence.
  • Student tests, proficiency skills test and instructional forms
  • Maintenance of training records
  • Continual support from SOCS® – Personal Safety Training Inc.

SOCS® 1 Day Instructor Course Outline

Introduction
  • What is SOCS training
  • SOCS training Objectives
  • SOCS Modules
  • Who is the Customer?
  • Why Customer Service?
  • Product or Process
Habits
  • Developing Habits
  • Benefits and Commitment
Module One
Your Attitude
  • Your Attitude
  • Positive Attitude
  • Bad Attitude
  • Developing Customer Service Attitude
  • Attitude Exercise
Module Two
Your Presence
  • Presence and Use of Force
  • Types of Security Officer Presence
  • Professional Image
  • Customer Friendly Presence
  • Authoritative Presence
  • Command Presence
  • Defense Presence
  • Developing Customer Service Presence
  • The Power of Influence
  • Body Language
  • Gestures
  • Cause & Effect
Module Three
Choice & Mission
  • What is a Mission Statement
  • Organizational Mission Statements
  • SOCS Mission Statement
  • Values and Choice
  • Values Exercise
  • Creating a Personal Mission Statement
  • Personal Mission Statement Exercise
  • Examples of Mission Statements
Module Four
Your Intuition
  • What is Intuition
  • Your Five Senses
  • Using Intuition
  • Intuition Messengers
  • Brain Teasers
  • Developing Intuition
Module Five
Meeting & Greeting
  • Initial Contact
  • Giving Directions
  • Security Officer Etiquette
  • Shaking Hands
  • Three Messages Sent
  • Types of Handshakes
  • Meeting and Greeting Rules
  • The Three Magic Words
Module Six
Electronic Communication Skills
  • Receiving and Transmitting
  • Telephone Communications
  • Leaving Messages
  • Receiving Messages
  • Transferring Calls
  • Placing Customers on Hold
  • Radio Communication
  • E-mail
  • Exercise
Module Seven
Managing Your Stress
  • What is Stress
  • Types of Stress
  • Managing Stress
  • Strategies for Managing Stress
  • Strategies for Managing Stress
  • Exercise
Module Eight
Building Relationships
  • The Customer Emotional Bank Account
  • Making Customer Deposits
  • Types of Customers
  • Dealing with Different Customers
  • Controlling Your Emotions
  • Dealing with Different Customers
Module Nine
Your Personal Safety
  • The Golden Safety Rule
  • AVADE
  • What is AVADE
  • Spatial Empathy
  • Contact and Cover
  • The Right Angle
  • Proper Stance
  • Safety Rules for dealing with Upset Customers
Module Ten
Personal Self-Leadership
  • What is Personal Self-Leadership
  • Ten Steps for Personal Self Leadership
  • Ten Steps for Personal Self Leadership
SOCS Review
  • Your Attitude
  • Your Presence
  • Choice and Mission
  • Trust Your Intuition
  • Meeting & Greeting
  • Electronic Communication
  • Managing Your Stress
  • Building Relationships
  • Your Personal Safety
  • Personal Self-Leadership
Appendix I
Reference Guide and Bibliography
  • Reference Guide and Bibliography
  • Reference Guide and Bibliography
  • Reference Guide and Bibliography
  • Reference Guide and Bibliography
Appendix II
Trainers Development Tools and Techniques
  • Trainers Development Tools and Techniques
  • Trainers Development Tools and Techniques
  • Trainers Development Tools and Techniques
  • Trainers Development Tools and Techniques
  • Trainers Development Tools and Techniques
Appendix III
Training Forms and Requirements
  • Trainer and Student Requirements and Procedures
  • Student Requalification Form
  • SOCS® Student Test
  • SOCS® Answer Key
  • SOCS® Roster of Training
  • SOCS® Order Form
  • Student Requalification Feedback Form
  • Top Ten Values Exercise
  • AVADE® System
Instructor Forms and Requirements
  • Appendices
  • Adult Learners
  • PowerPoint and Manuals
  • Presenting to Staff
  • Teaching Aids
  • Instructor Presentation
  • Teaching Practice
  • Presentation Evaluation
  • Reference Guide and Bibliography
  • Procedures for Training
  • Training Requirements
  • Forms and Written Tests
  • Skills Tests
  • Course Feedback
Trainers Development Tools and Techniques

The effective Instructor knows that through his/her interaction with their class that motivation and inspiration are needed to effect any long lasting change. A comprehensive instructor development section provides proven instructional techniques to enhance learning and retention of the SOCS® material taught.