Customer Care

CIS strives to achieve excellence in customer services to all stakeholders: clients, consumers, visitors, contractors, internal and external customers and the general public. We aim to please at all times and any feedback will be acknowledged within 10 days of receipt. Anyone wishing to make a commendation, suggestion or complaint are kindly asked to do so by downloading and completing the Feedback Form and return to our offices via the above email address, fax number or post/hand deliver to our offices at CIS Security Ltd, 418-426 Lewisham High Street, London SE13 6LJ.

Thank you.

Download our feedback form » or complete our online feedback form ».

Customer Survey Results 2011

95% of clients rated the overall efficiency of CIS officers in carrying out their duties and dealing with incidents at site was as either excellent or good.

95% of clients rated the effectiveness of our Contracts Managers / Regional Managers as either excellent or good.

89% of clients rated the pro active communication received from CIS as either excellent or good.

89% of clients rated the overall level of service provided to our clients was either excellent or good.

Customer Service Director Tony Graves says "The overall results of the survey were very good with an overall increase of 5.5% in comparison to the 2010 survey. We are committed to continuous improvement and myself and my team will strive to ensure that CIS offer the very best customer service to our customers."

Customer Service DNA

It only takes a few minutes for a Customer to glean whether or not a strong customer service is embedded in the company's "DNA".

CIS have a strong commitment to Customer Service. The four key indicators CIS has successfully embedded into our culture to achieve excellent Customer Service are:

• Customer-facing employees are poised, confident, and professional. They've been given the training and resources they need to do a great job and they've been entrusted to use good judgment and a diverse skill set to do what they need to for customers. They enjoy their job and take pride in doing it well.
• Supervisors and Managers (of the customer-facing teams) are continuously engaged with the people who report to them. They're "on the ground" alongside their direct reports, providing immediate support, coaching, troubleshooting or anything else. Further, they enjoy a strong rapport with the people they manage.
• Employees communicate with one another in a positive and efficient way. They recognise each other as internal customers and they show the same courtesy and respect toward one another that they do toward external customers (even if the tone is more informal).
• Employees are aware of the "ripple effect" That is, they understand how the quality of their work affects the work of downstream colleagues (and ultimately the company's external customers). They strive to meet their obligations in full and on time.

• Tony Graves
  Customer Services Director