24/02/2026
Huge thanks to Rob Coulthard and Judgement Index UK for running the latest CSG - Controlled Solutions Group Customer Service Training Course last week.
The feedback from the staff has been immense, taking them through insights and working practices to enhance their ability to interact with the general public in difficult environments.
Many CSG - Controlled Solutions Group staff are the first and last impression the general public will have of a venue or facility. Keeping the public and venue safe but also acting as an ambassador to our clients. We are seeing an uplift in influencer confrontation but at CSG - Controlled Solutions Group we aim to be able to deal with those interactions in a professional, mature manner.
At CSG - Controlled Solutions Group we take customer service extremely seriously. Our staff are there to provide that security presence but also to have those soft skills which are essential with brand protection.
*How to engage with the general public - CSG the first and last person will see or engage with at a venue/event
*Rapport building
*Understanding interpersonal skills
*How to understand and resolve a customer issue
*Recognise their contribution to the organisation's success - CSG providing a service as well a security provision
*Develop perception to put themselves in the customer's shoes
*Recognise customers' wants and expectations
*Apply effective communications and assertiveness
