LRA Worldwide Partners with FJC Security on Service Initiatives
FJC Security Services Inc., has partnered with LRA Worldwide, Inc. to enhance performance of customer service agents.
FLORAL PARK, New York/HORSHAM, Pennsylvania; July 29,
2008 - FJC Security Services Inc., the largest private security firm in the
tri-state area, has partnered with LRA Worldwide, Inc. to enhance
performance and service levels among its 4,000 agents deployed throughout
greater New York, New Jersey and Connecticut. LRA and FJC are designing
rigorous training and performance measurement programs intended to provide
FJC clients with a transparent view of how agents are trained and deployed
at client job sites.
The impetus for the initiative was FJC's contract with the Port Authority of
New York and New Jersey, which covers security for critical Port Authority
sites and includes specific customer service expectations. FJC has gone well
beyond the contract requirements, working with LRA to design and implement a
customized service training component and a comprehensive internal auditing
program. While the Port Authority contract was the initial stimulus for this
work, all of FJC's accounts will benefit.
"FJC is committed to proactively change the conventional offering in the
security industry," explained David Link, Senior Vice President of FJC
Security. "I don't think security companies have typically thought of
themselves as being in a service industry, and we want to shift that point
of view. There's no reason why we can't provide professional, superior
security and still enhance the experience of those people our agents
interact with on a daily basis. LRA is helping us turn that vision into a
reality."
LRA, based in suburban Philadelphia, is one of the leading firms in the
growing consulting discipline of Customer Experience Management or CEM. The
firm's Organizational Development & Training practice is guiding the
project; LRA has recently designed customer-focused organizational
development programs in industries as diverse as healthcare (Quest
Diagnostics), sports (National Basketball Association), transportation (VIA
Rail Canada), financial services (First Niagara Financial Group), retail
(Albertsons Supermarkets) and hospitality (Starwood Hotels & Resorts), among
others.
"FJC has demonstrated a real commitment to examining how to best serve their
clients and the end customer," said Rob Rush, CEO of LRA Worldwide. "They
are looking to 'change the game' in the security industry and creating a
service-oriented culture is a tremendous step in that direction."
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