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Questions and Answers
Which of the following actions is strictly prohibited according to the customer service protocols?
What should you do if you observe suspicious activity during your shift?
According to the post duties, what is the maximum duration for breaks and meal periods?
What is considered an important aspect of officer safety protocols?
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What is required when using self-checkout for personal purchases?
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When taking breaks or meal periods, what must you communicate to your manager or supervisor?
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What type of conduct is expected from personnel in regards to customers and staff?
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Which of these situations calls for immediate action by calling 911?
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Study Notes
Customer Service Protocols
- Treat all customers with dignity and respect, regardless of their age, disability, gender, sexual orientation, race, religion, or pregnancy status.
General Security Service Post Instructions
- Upon arrival: Follow Check-in Procedures by calling 323-772-7378
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Basic Post Duties:
- Be a visual deterrent to theft.
- Do not accuse anyone of theft or shoplifting.
- Do not check customer's bags or receipts.
- Do not remove persons from the store.
- If using self-checkout for personal purchases: A store employee must be present to observe your purchases.
- Greet every customer who enters.
- Maintain constant communication with the store manager and supervisors.
- Take breaks and meals away from public view, and notify managers or supervisors when taking these breaks.
- Rest period is 10 minutes.
- Meal period is 30 minutes.
- Return on time from breaks and meals.
- Do not use cell phones unless it's an emergency.
- Do not wear earbuds.
- Do not socialize with customers or staff.
- Wear the proper uniform.
- Shirts must be tucked in.
- Unauthorized hats, jackets, pants, or shoes are prohibited.
- Do not carry or consume food or beverages while standing post.
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Observation, Documentation, and Reporting:
- Complete the Daily Activity Report (DAR) and timesheet each shift.
- Complete an Incident Report (IR) for any unusual activity.
- Call 911 for any hostile individuals.
- Contact General Security Services if asked to violate any of the orders.
Officer Safety
- Do not follow, pursue, or detain anyone.
- Do not approach or confront anyone.
- Report any suspicious activity to store management.
- Avoid physical confrontations.
- The possession and use of pepper spray, mace, batons, tasers, knives, and handcuffs is strictly prohibited.
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Description
This quiz focuses on essential customer service protocols and general security service post instructions. It emphasizes treating all customers with dignity and respect, and outlines specific duties for security personnel. Ensure you understand these guidelines to foster a safe and respectful environment.
