FIRST CONTACT
TRAINING & COURSES
Training your Personnel & Investing in Your Team
From day one, First Contact makes training mandatory for all staff. We believe that a well-educated team is safer and more effective, especially in the unpredictable security field. To make this training accessible, we've become a Registered Training Workplace and have our own assessors for most Unit Standards, except for First Aid, which we source externally. We've also ensured our team meets government-mandated training requirements, emphasizing our commitment to thorough education.
To provide excellent customer service, we have four key principles:
Ensure our team understands their roles well.
Empower them to address customer concerns proactively.
Provide tools to handle unhappy clients gracefully.
Recognise that customers often believe they're right, and our job is to bridge the gap between their expectations and reality.
Without these principles, team members might respond negatively. We're working to improve by identifying customer touchpoints and empowering our team, making interactions smoother. If a customer isn't satisfied, it signals a problem we need to address for better harmony and understanding in every interaction.
Investing in basic conflict management skills will result in a happier work environment, happier clients, and a lot less stress for managers and employers. You can’t expect every team member to manage a situation like you would if you don’t train them.