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Title / Demonstrate knowledge of customer service in a security context
Level / 2 / Credits / 2
Purpose / This unit standard covers the basic customer service skills and
knowledge required by security personnel.
People credited with this unit standard are able to demonstrate knowledge of:
–the services provided by security personnel;
–establishing an effective relationship with clients in a security context;
–the delivery of customer service to clients in a security context; and
–procedures for communication between security personnel and the client’s customers.
Classification / Security > Security Staff Services
Available grade / Achieved
Explanatory notes
1This unit standard has been developed for learning and assessment in any relevant security context, on job or off job.
2Reference
Privacy Act 1993;
and its subsequent amendments or replacements.
3Definitions
Crowd control – screening entry to a place, keep order in a place, or remove any person from a place.
Relevant instructions – oral, written or electronically transmitted instructions issued to govern the performance of security tasks, duties, and responsibilities. These may be in the form of policies, procedures, manuals, directives, or legal and compliance requirements. They may relate to a particular assignment, organisation, site or operation of equipment.
Property guarding – guarding any real or personal property belonging to another person; monitor a burglar alarm, camera, or similar device; or respond to one of these devices.
4Assessment range
aIf this unit standard is being assessed off job the relevant instructions can be supplied in a simulated situation.
bFor the purpose of the assessment of Outcome 4, customer may be replaced with client or client staff member.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of the services provided by security personnel.
Evidence requirements
1.1Describe services provided by security organisations undertaking property guarding and crowd control in terms of what the service involves.
Rangeevidence of two services for each of property guarding and crowd control is required.
1.2Identify a common user in relation to each of the services described.
Outcome 2
Demonstrate knowledge of establishing an effective relationship with clients in a security context.
Evidence requirements
2.1Describe requirements for establishing an effective relationship with clients in terms of using appropriate communication in accordance with relevant instructions.
Rangeevidence of two requirements is required.
2.2State a reason why presenting a professional and positive impression of employer or contract organisation is important.
2.3Describe the benefit of security personnel having effective relationships with clients in terms of maintaining security.
Outcome 3
Demonstrate knowledge of the delivery of customer service to clients in a security context.
Evidence requirements
3.1Describe the purpose of a contract between a security organisation and client.
3.2Define the terms client and customer in terms of the security context.
3.3Describe professional standards required in the delivery of customer service to clients as security personnel with reference to one or more workplace examples.
Rangeprofessional standards include – maintaining confidentiality of client interactions, respect of client property, positive relationships with client’s customers.
Outcome 4
Demonstrate knowledge of procedures for communication between security personnel and the client's customers.
4.1Describe procedures for communication between security personnel and customers in accordance with relevant instructions.
4.2Describe requirements for answering onsite queries from customers regarding security matters.
4.3Describe procedures for dealing with onsite complaints from customers in accordance with relevant instructions.
Planned review date / 31 December 2016Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 20 May 2011 / N/A
Consent and Moderation Requirements (CMR) reference / 0003
This CMR can be accessed at
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMRs). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation if you wish to suggest changes to the content of this unit standard.
ElectroTechnology Industry Training OrganisationSSB Code 100401 / New Zealand Qualifications Authority 2018