This unit specifies the skills and knowledge required to coordinate provision of quality security services to a range of clients.

It includes:

• clarifying work instructions, procedures and policies to deliver quality client services that satisfy specific client needs and preferences
• using interpersonal techniques and negotiation to offer service options that meet client requirements
• monitoring services and implementing contingency measures to maintain client satisfaction and negotiate resolution of conflict or client complaints
• using interview and survey techniques to gather feedback on client service satisfaction and identifying and implementing service improvements.