SOCS&ref; 8-Hr Basic Course Outline

SOCS® (Security Oriented Customer Service)

SOCS™ is a training program that is designed to teach individuals how to develop habits, skills and actions for offering extraordinary customer service while maintaining safety in the workplace.

SOCS® Training goes beyond the quick fix “smile and be happy” typical customer service programs. It teaches staff how to identify great customer service and provide it without having to think about it. Creating habits, skills and taking action for great customer service is the backbone of the SOCS® program.

  • All participants will receive the book SOCS® Student Manual, SOCS® Habit card and a Certificate of completion.

Call us today to schedule a SOCS® Course – for YOU and your agency.Toll Free: 1.866.773.7763 or Outside the US: (208) 664-5551

SOCS® 8hr Basic 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
  • 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
Reference Guide and Bibliography