Security guards who work on-site have a wide range of responsibilities. Their role is not just limited to ensuring that the premises are secure from potential security threats.
They are also responsible for developing and maintaining a professional and friendly relationship with the people they safeguard.
A proficient security guard should be friendly, approachable, and willing to assist anyone who requires it.
In this blog post, we will explore why security guard customer service is an essential component of a security guard’s skill set.
The Role of Security Guards in Providing Customer Services
Security guards play a crucial role in offering customer service.
There are several good customer service skills for security guards that must be balanced with other security responsibilities.
1. Greeting Customers
When a consumer wants a question answered or someone to greet them, one of the first people they may come into touch with is a security guard.
Having a security officer be the first point of contact for a new visitor not only offers customer service but also allows the security guard to keep track of everyone who comes into your facility.
When a security guard communicates with consumers, they can de-escalate a potential threat.
2. Make A Good Impression
When someone walks into your place of business, whether it’s a store, an office building, or a warehouse, they will almost always come into touch with a security guard.
If the guard is hostile, disinterested, distracted by his phone, or talks with another employee, it will reflect poorly on your business.
However, suppose that a security officer welcomes individuals as they arrive with a friendly grin and perhaps a nice remark. In that case, it will have a significant influence on your employees, customers, or visitors.
3. Protect and Engage with Customers
The role of a security guard is not just to safeguard the property but also to ensure the safety of the customers.
If there’s a potential danger in the building, the security guard should inform the customers about it. This way, customers will feel more secure and relaxed, knowing they are protected.
A good security guard is friendly, polite, and professional, with excellent communication skills. Recording all noteworthy events is essential so you are fully aware of everything happening on the property.
Skilled security guards write clear and concise reports that contain only the facts.
4. Provide Assistance When Required
It’s common for a visitor to have questions about directions or require assistance when they visit your business. As a result, it’s crucial for the security guard to be familiar with the building’s layout to provide the necessary information.
Even though giving directions appears to be a straightforward task, the way in which the security guard handles this service can leave a lasting impression on the visitor.
The security guard’s approach can make the visitor feel confident, which can contribute to their overall impression of your business and create a positive relationship.
A crucial aspect of providing good customer service for a security guard is showing sympathy.
This means acknowledging the customer’s emotions and conveying that you comprehend their frustration or discomfort, regardless of whether the issue was within your control or not.
In other words, sympathy involves putting yourself in the customer’s shoes and comprehending their viewpoint from their perspective.
When faced with a problem, demonstrating empathy can significantly contribute to reassuring customers that you fully grasp the nature of their concerns.
6. Conflict Resolution
Security guards may face various types of problems, and it is essential to be able to tackle them efficiently as it is a significant aspect of providing excellent customer service.
When a security guard thoughtfully handles an issue with an employee, visitor, or customer, it helps to inspire confidence, and the individual involved feels more secure knowing that the problem has been resolved.
The Bottom Line
As a security guard, one may have to use various skills on a daily basis, and good customer service is among the essential ones.
A security guard can create a lasting impression on customers or employees, communicate effectively with members of the public and employees of the business, and promote confidence and goodwill.
At Citiguard, we excel in providing top San Diego security services encompassing a broad spectrum of businesses, including government agencies, retail stores, hotels, restaurants, banks, construction sites, and more.
Our flexible security patrol and other security services enable our clients to focus on their core business. No matter what your security requirements are, Citiguard is here to assist you.