4 Ways to Provide Excellent Customer Service as Security Officers

securityguardapp on April 14, 2021

Although it is not easy to work as a security officer, it is rewarding. For security officers, it is very important to stay professional and serious in difficult situations. Being disinterested or distant can make your job difficult if customers sense you as unhelpful or unfriendly. Increase your customer satisfaction by focusing on your customer service skills. This will also make your work an enjoyable place to be.

Here are a few ways that can help you offer excellent customer service.

Make a decent first impression

When someone arrives at a business, security officers are often the first contact they have with the business. Put a friendly, pleasant face and greet every customer. During your initial encounter, tell customers your name and ask how they would like to be addressed by you. Until they give you an answer, always address them as Mr. or Ms. and the last name of the customer.

Keep yourself groomed and keep your uniform clean and pressed. Avoid anything that could be seen as unprofessional, such as scuffed shoes, large pieces of jewelry. Make sure your nameplate or badge is visible to customers, and keep your shirt tucked in.

Help customers

Often, negative customer experiences can turn into a positive one because of the little things. No doubt, your first priority is the security and safety of the business, employees, and customers. But if you offer a bit of extra service, this could make dealing with the customer much easier.

Hold the door open for customers, particularly when they have heavy or large things on their hands. Learn a thing or two about the business you are serving; this will help you give the customers accurate and thorough directions. If you can leave your position, offer to escort customers to their vehicles when it’s dark.

Repeat what the customer says, requests, and questions back to them in your own words. This will show them you care and understand their wishes. Also, let them know it would be your pleasure to help them with anything you can.

Control your voice and body language

While conversing with customers, maintain a calm, confident and friendly tone of voice. This will make the customer feel both relaxed and secure. It is essential, especially for angry or irritated customers. Emitting an agitated or defensive tone could escalate customers further.

Do not make long pauses and avoid including “ahs” or “ums” into your conversation because this can reflect you as distracted or unsure. Smiling can have a positive impact on customers, don’t just maintain a straight face at all times.

Stay heedful of your body language. This can also have a huge impact on how customers perceive you. When you speak with customers, hold eye contact to show them you are focused on what they have to say. Also, don’t slouch, as this will convey a disinterested and lazy attitude. Maintain a good posture and appear attentive and willing to help.

When you speak with customers, don’t cross your arms in front of your chest or keep your hands in your pocket, as this can make you appear closed off.

Clarify Yourself

To help the customers understand why you are doing or need to do certain things, explain security procedures to them. This also makes it more likely that they will comply without making a scene. When security officers offer an explanation without the customer asking, this assures the customer that security guards aren’t asking for unnecessary, arbitrary behaviors and just following the proper procedures.

When you ask for identification or request customers to put their possessions through a scanner, explain to them why you have these policies and how they help to protect them. You should also let customers know if they are going to encounter any other procedures anywhere else in the building and always thank them for complying with the instructions.

What Number of Security Officers Do You Need?

securityguardapp on March 16, 2021

How many security officers you need to hire depends on the purpose you are hiring for and the area they need to cover. However, it is always better to have multiple security guards in any situation as they will be able to cover more ground as well as assist each other if needed.

On the other hand, if you think your situation can be handled by one security guard, you may get just one. However, being able to estimate the number of officers needed is very important. That is why you should have a better idea of when you are more likely to need more officers.

When you have a lot of areas to cover

A single security officer can’t be in two places at once, no matter how efficient and competent he is. If any event or property has a big space to cover, then you should hire multiple security officers instead of relying on one. You don’t need to have an officer at every position all the time. But you should at least have enough officers to patrol the entirety of the area in a practical time.

That way, the officers will be able to respond quickly and help each other if anything goes wrong.

For transporting valuable items

The more valuable the item is, the more security you should have, which means having more security officers. For example, an antique auction event should have multiple officers as expensive items are being displayed, which could get damaged or stolen. Relatively, an event such as a big picnic is less likely to have expensive items that can be harmed.

Based on the situation and risk factors, your security provider can advise you as to what number of officers you might need.

When eyewitnesses might be required

Having multiple security officers is vital for businesses concerned about crimes. It can be difficult to get eyewitness testimony even from the most trained individuals. That is why having more eyewitnesses increases the chances of catching and convicting a criminal. 

For a large number of people

Big events require multiple officers. Typically, you should hire a security officer for every 75 to 150 people. And if the event is particularly rowdy, then hiring more people to control the event is a good idea. Because, when handling a very large group of people, even the best officers won’t be able to provide reliable control.

When big events take place, the visibility of a security officer is also very important. This will let the people know that someone with authority is watching over them, which will make them feel secure. Therefore, you need to have at least enough security officers that they are easily noticeable in the crowd. And if someone needs help, they can find an officer promptly.

Obviously, there are situations where having a single officer would suffice. A single security officer may be able to cover a small business, the lobby of a hotel, or a small event.

By carefully considering the aforementioned factors, you can calculate what numbers of security officers would be sufficient for your particular needs.