title: A customer service journey.
abstract: Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.
authors.affiliation: University of Michigan Hospitals and Health Centers' Security and Entrance Services Department, USA.
authors.forename: Traci
authors.initials: T
authors.lastname: VanDecandelaere
mesh_terms: D006761:Hospitals; D006801:Humans; D017060:Patient Satisfaction; D016495:Police; D014481:United States