While it may not be the first thought that goes through your head when you think security guard, good customer service is an important part of the job. Whether you are working the doors of the new night club in town that wants to put their name out there or as a retail security guard; a security guard is often the face of an institution’s brand.
They can be the first and last face a customer sees. Offering good customer service will enhance the reputation of the company you work for. Don’t be that employee that leaves a sour taste in a customer’s mouth, go above and beyond for customers you come in contact with to build a good reputation for your business and keep your customers coming back time and time again with our tips on how security guards can improve the customer experience.
Have Contact with Employees and Customers
The end of your 12-hour shift in the department store is five minutes away and you can’t wait for closing time so that you can pack up and get home when a customer enters. While you might be tempted to give them the cold shoulder, after all it is home time, don’t. Get in the habit of making contact with all employees and customers. Greet people, even if only with a smile or nod to acknowledge their presence.
Good Communication Skills Go a Long Way
Every security operative needs to communicate effectively whether they deal with the employees of a business or its customers. First and foremost be polite and respectful. Friendliness, whether through tone, a personal question or simple smile can go a long way. If someone has a question or you have to question someone, make sure you take the time to hear them out too and be open-minded about what they might have to say. Be aware of your body language. Eye contact, hand gestures and tone all play a role in how someone will translate what you say to them.
Get to Know People
Learn the names of employees and customers, it can provide a number of benefits. If you work in an office block, knowing employee’s names will help you build professional relationships with them, make them easier to look up in the business’ phone and email directories and to physically locate employees when necessary. As a door supervisor, knowing the names of regular customers will make them feel valued as a customer of the business.
Make Small Talk
In addition to remembering the names of employees and regular customers, keep a mental note of what you’ve talked about. If it is appropriate, it can be used at a later time as a conversation starter. For example, if an employee tells you they are leaving early for a social engagement, be sure to ask them how it went the next time you see them. People will like the fact you have remembered details about their lives.
Be Ready to Help
When you see a problem, be the solution. Offer customers assistance when you can. If you man the security desk in the front of the supermarket and see someone with their hands full, offer to bring them a basket or trolley. Maybe you are the first face a visitor sees in a big office building and you can point them in the direction they need to go. If your job entails verifying an individual’s identity and searching their personal items, do so respectfully and neatly. If you’re guarding a retail store overnight and employees are headed home, you might offer to escort them to their car after dark. In charge of answering and directing the incoming calls of the business you work for? Make sure you deal with calls in a polite and thorough manner.
As a security guard, your main priority is to protect people, property and information. It can be hard to do your job and offer good customer service at the same time. Learn to put your duties as a security officer first, then balance them out with the great customer service skills that will set you apart from others in the security industry.
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