Customer Service Protocols PDF

**Customer Service Protocols:** **Treat all persons w/dignity and respect regardless of** age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including color, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation...

**Customer Service Protocols:** **Treat all persons w/dignity and respect regardless of** age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including color, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. **End of Shift:** 1\. Follow check-out procedure: Call 323 772-7378 2\. **DO NOT** leave post until properly relieved **Important Information:** **\ ** **General Security Service** **Post Instructions** **Quick Reference Card** \_\_\_\_\_\_\_\_\_\_\_\_ (Post) \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ (Address) **Upon Arrival:** Follow Check-In Procedure: Call 323-772-7378 **Basic Post Duties:** 1. Be a **[VISUAL DETERRENT]** to theft. BE ALERT and BE VIGILANT! 2. **DO NOT** accuse anyone of theft or shoplifting under ANY circumstances. 3. **DO NOT** check customer's bags or receipts under ANY circumstances. 4. **DO NOT** remove persons from the store. 5. **IMPORTANT: If using self-checkout for personal purchases, [a store employee must be present to observe your purchases].** 6. Greet customers as they enter the store 7. Communicate often with store mgr/supv 8. Take breaks/lunch out of public view. Advise store mgr or supv when taking breaks/lunch. Rest period is 10 mins, meal period is 30 mins. You must come back on time from a rest/meal period. Do not be late! 9. **DO NOT** use cell phones unless it's an emergency. 10. **DO NOT** wear earbuds. 11. **DO NOT** socialize with customers or staff. 12. Be in proper uniform. Shirts must be tucked in. The wearing of unauthorized hats/jackets/pants/shoes is prohibited. 13. **DO NOT** carry or consume food/beverages while standing post. **Observation/Documentation/Reporting:** 1. Complete your DAR & timesheet each shift. 2. Complete an IR for unusual incidents 3. Call 911 on any hostile individuals 4. Contact GSSi if asked to violate these orders **Officer Safety:** 1. **DO NOT** follow, pursue, or detain anyone. 2. **DO NOT** approach or confront anyone. 3. Report any suspicious activity to store mgmt. 4. Avoid physical confrontations. 5. Possession and/or use of pepper spray/mace, batons, tasers, knives, and handcuffs is strictly prohibited.