Why Is It Important to Maintain Good Customer Service As a Security Guard?
Whether customers or clients are entering a shop, walking into an office or entering a warehouse, security officers are often their first point of contact with a business. Therefore it is important to consider security guards as part of the customer experience, and therefore ensure that they have strong customer service skills in order for the customer to have a pleasant experience.
What Is Security Customer Service?
Security customer service is customer service provided by security guards rather than sales assistants or receptionists. This is not a replacement for traditional customer service but should instead be utilised alongside it. Customer service from security guards allows them to be more approachable and quickly leads to the customer feeling at ease. Security customer service also reflects well on the security firm that a guard works for as it shows that they are professional and experienced in working with the public. The amount of customer service skills required as a security officer depends on the type of environment that you are working in – retail premises or office buildings will require more customer service skills than working at nights on a building site or in a warehouse. Customer service skills are, however, a good skill to develop over time as they make any security officer more versatile and employable.
How Would You Provide Customer Service As A Security Officer?
One great way to provide good customer service as a security officer is eye contact when customers enter the premises. Ensure that you greet them with eye contact and a smile in order to make the customer feel more welcome and safe. Additionally, great communication skills lead to great customer service – when talking with customers or answering their questions, be polite and friendly through tone, body language and facial expressions.
Ensuring that you are approachable so that customers can ask questions or for help if they need it is also important. As a security guard, it is your main priority to protect a business and its customers, so ensuring that they feel comfortable to raise any issues with you is vital. Combining all these tips will allow customers to feel safe and at ease, making them more likely to spend time in and invest their money in the business in question.
What Qualities Make A Good Security Guard?
As the main role of a security guard is to protect a business from threats and security risks, great observational skills are necessary. This will allow them to identify anything suspicious or changes in their surroundings in order to protect the business. If there is a crime committed, observational skills will allow a security guard to give an accurate description of any perpetrators they saw to law enforcement.
Security guards should also have great time management and organisational skills as they will often be working shifts and be in charge of overseeing multiple rooms or buildings. It is therefore important to turn up to work on time, manage a difficult sleeping pattern and complete the relevant paperwork for each job correctly.
As mentioned above, communication skills are also vital for both customer service and in order to work with other members of a security team or coordinate with emergency services if possible. When there is a major incident, and emergency services are called, they will take some time to respond to the scene, meaning that security guards may be the most qualified at the location for some time. They need to be able to coordinate with others to control and manage the situation, before passing on all relevant information to the emergency services. If there are intruders, for example, or persons who are posing a threat to a business or staff, clear communication skills and a calm head are vital to try and diffuse the situation as quickly as possible.
Being a security guard also requires an aspect of physical fitness as the job involves patrolling large areas, and potentially chasing after intruders. Finally, by working as a security guard, you are in a position of trust, and therefore honesty and integrity are both vital. You will be responsible for looking after a premises and will have access after hours and know security protocols. It is therefore important that a security firm is able to trust you as you are representing them.
Does Security Count As Customer Service?
While security guards may not be part of traditional customer service, they can certainly play a part in it. While security guards are predominantly there to keep everyone safe and to protect a business, part of that is ensuring that customers feel welcomed and comfortable in the premises. A friendly face as they enter or leave the building. Customer service focuses on manners, politeness, helpfulness and friendliness, and these all are qualities that are beneficial in any security officer.
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