Webinar: Customer Service in Healthcare Security
Ben Scaglione, G4S' Director of Healthcare Security, will participate in an ASIS Webinar on providing flawless customer service in a healthcare environment on November 7
Tag You're It! Providing Flawless Customer Service in the Healthcare Security Environment
Produced by: ASIS Healthcare Security Council
Date: Nov. 7, 2012
Time: 12 p.m. Eastern Standard Time
Duration: 90 minutes
About the program:
Starting with the fundamentals of customer service in the security industry sets a firm foundation for a solid customer service program. "Tag, you're it" is an adaptation of a childhood game that teaches officers the concept of playing "tag," embracing being "it," and finishing the game.
Identifying and investing in key relationships within an organization creates strong bonds and develops "Security Cheerleaders." Mastering customer service skills provides a significant return on investment by expanding the value of the security department within an organization.
An indisputable reality is that healthcare security is a challenging environment without the additional stress of increasing expectations and shrinking resources. Focusing on identifying the customers and accepting that they always expect flawless service allows security departments to increase their scope and quality of service.
Michael V. Hogan, CPP
Director of Security and Support Operations
St. Jude Children's Research Hospital
Mr. Hogan has over 21 years of experience in healthcare/organizational security operations and law enforcement. His work includes conducting violence risk assessments, investigating incidents and managing and designing protection programs. Prior to coming to St. Jude, Mr. Hogan spent 11 years with the Germantown, TN Police Department where he served in multiple positions including Lieutenant in Charge of Recruitment, Training and Community Service. Mr. Hogan holds a BA in sociology from the University of Memphis and an MBA from Union University. He is a member of ASIS International and serves on the ASIS Healthcare Council.
Bernard J. Scaglione, CPP, CHPA, CHSP
Director of Healthcare Services
G4S Secure Solutions
Mr. Scaglione has 30 years of experience in the healthcare security field including a master's degree from Rutgers University School of Criminal Justice in New Jersey. He is Chairman of the ASIS International Healthcare Council and President of the New York City Metropolitan Healthcare Safety and Security Directors Association. Mr. Scaglione is a member of the training council for the International Association for Healthcare Security and Safety. He is a columnist for Security Magazine and contributing author for the Journal of Healthcare Protection Management.
Price: $99 ASIS Members
$79 Pre-approved ASIS Chapters
Email firstname.lastname@example.org for details.