PRZOOM - /newswire/ -
Horsham, PA, United States, 2008/07/29 - 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, NJ and Connecticut.
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.”
About FJC Security Service Inc.
FJC (fjcsecurity.com) specializes in program customization with consideration to our client's budgetary restraints while maintaining the highest level of customer satisfaction. With capabilities that include the integration of our uniformed security personnel (both armed and unarmed) with leading-edge technologies and strategic consulting services, we provide the most cost-efficient, effective protective solutions for every client's specific needs.
FJC's proven ability to provide superior protection for both the private and public sectors has made us the security firm of choice for even the highest threat potential assets; from densely populated residential complexes, college campuses, government buildings, healthcare facilities, commercial business and construction, to major airports and high-profile public landmarks
About LRA Worldwide, Inc.
LRA Worldwide, Inc. (lraworldwide.com) is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in “operationalizing the brand” – turning brand promise and customer strategy into operational reality. LRA’s CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA’s clients include some of the world’s leading companies and brands, including Starwood Hotels & Resorts, the PGA TOUR, the NBA, Hyatt Hotels Corporation and Ritz-Carlton.