Industry awards cement value of Wilson Security's Customer Service Excellence Program
November 07 2022
Wilson Security is proud to be a Platinum Partner of the Customer Service Institute of Australia (CSIA), who help us to apply a simple but in-depth customer service framework for improving security and safety. The partnership’s CAMPUS Customer Service Excellence training program was the recipient of awards at both the 2022 Australian Service Excellence Awards (ASEA) and the globally recognised Outstanding Security Performance Awards presented by the Australian Security Industry.
Having delivered training programs with the CSIA Service Excellence Academy since 2018, Wilson Security identified the university industry as an obvious one to trial a flagship Customer Service Excellence training program. Recognising the unique security environment and customers of universities and educational hubs, while driven by a vision for innovation in the space, Wilson Security launched the CAMPUS training project in 2021.
International education is Australia’s third largest export, with Austrade estimating that the international education sector’s contribution to export earnings is expected to almost double to in excess of $33 billion by 2025. Education providers in the sector all understand that the experience students can expect on campus is a significant consideration when selecting the right university for them, as students often look for a safe and secure environment.
Participants in the CAMPUS Customer Service Excellence training program at Flinders University
Led by Training Delivery Coordinator Brent Chesworth and our sector SME and General Manager of Customer Experience, Janine Hill, both Wilson Security and the CSIA consulted with key stakeholders at each university to better understand what great customer experience means to them from contract managers to faculty and student. This allowed CSIA to tailor a highly engaging, fun and in-depth training program, CAMPUS, ready for delivery to our valued security employees working across the nine participating university clients.
Each team member who participated in the four-hour, face-to-face program explored customer service behaviours specific to the university environment. The training program was then supported by an online platform built by Wilson Security, ELMO, giving participants the chance to create a Personal Action Plan. There is a pre- and post-service behaviour rating system in place to measure the performance of the project which has demonstrated excellent outcomes.
“After completing the training, I felt empowered and ready to bring better customer service to the people here at Flinders University,” says James Osborne, Wilson Security. “Instead of assuming things, I listen more and put myself in the customers shoes. I noticed a massive improvement in how my team dealt with certain situations and helped people across the university. I highly recommend the training for anybody where customer service is paramount to their business.”
Through this online support, everything participants learn from the program is reinforced on a rolling 12-month schedule, which includes toolbox talks and online refresher training. As part of its expansion of the program, Wilson Security is planning the rollout of a virtual refresher program with the use of virtual reality.
The CAMPUS training program was the recipient of both the Continuous Improvement Award at the 2022 ASEA awards and Outstanding Security Training Initiative Award at the ASIAL awards. This industry support and acknowledgement has given Wilson Security and CSIA the opportunity to significantly expand its training program.
Training Delivery Coordinator Brent Chesworth and members of Wilson Security accept the Outstanding Security Performance Award at the 26th annual ASIAL Awards for Excellence.
“The performance of our security team can have a direct impact on our clients’ ability to operate or compete with their peers,” says Janine Hill, General Manager Customer Experience & Markets at Wilson Security.
“We’ve received excellent feedback from our clients who have experienced this training, and we have a lot of interest from other clients to implement similar sector-based training.”
The CAMPUS program continues to be honed and rolled out for clients of Wilson Security. Some choose to access a generalised CAMPUS customer service excellence program, while others are investing in the development of customised programs specific to their circumstances, such as their business or sector and encompassing a ratio of virtual vs. onsite learning.
Expanding beyond the university sector
Thanks to industry acknowledgement of Wilson Security and CSIA’s CAMPUS training program, clients from outside the education sector have also expressed interest in both the generalised Customer Service Excellence training and how it can be tailored for their needs.
The program continues to be expanded for our valued clients and tailored to whole sectors, including government, defence, corporate real estate and health. To achieve this, Wilson Security is working closer than ever with CSIA and leveraging the significant bank of experience and resources the institute boasts to quickly and effectively tailor personalised programs.
A crucial factor in this expansion and in the future rollout of similar programs is the use of virtual training that was a result of the COVID-19 pandemic. Shaping engaging and useful customer service excellence training programs and initiating the ELMO online platform to support the program has helped Wilson Security rapidly expand the serviceability of the program and accelerate the performance of a wide range of clients and sectors.
If you’re interested in discussing Wilson Security and CSIA’s joint Customer Service Excellence training programs, we can discuss how a general or tailored program can help your security personnel upskill and provide unparalleled customer service. For a friendly discussion about the program, get in touch with one of our team members today.
