5 Tips For Security Officers To Improve Customer Interaction
The primary job description of a security officer is keeping people and property safe. It’s a serious line of job, but this doesn’t mean that security officers can only have a serious default face all the time, too. After all, how often do they take down “bad guys”? More often than not, security officers cross paths with non-threatening and workaday people – and whether people realise it or not, a security job is also a customer-facing role as well.
Security officers are often the first and last persons a customer sees as they walk in and out of an establishment. They put a “face” to a company or brand. Not only do they improve customers’ overall impression of a business, they can also often be the point of contact when problems arise. If a security officer lacks customer service skills, it may be difficult for people to ask for information or even trust them in case of an emergency. Aside from soft skills that security officers require, here are some tips for security officers to improve their interaction with customers.
1. Get to know the people.
Security officers likely deal with the same faces, day in and day out. Knowing these regulars makes security officers more vigilant as they identify who has access to the building and monitor who comes and goes on the premises. This familiarity can also guide them in making critical security decisions should the need arise.
Learning to know the people at the organisation also allows the security officer to work effectively with key appointment holders or the management well in the case of an emergency. Not all emergencies are big-scale like fires or disasters, and being able to work smoothly to ensure that everything is managed quickly and safely is an essential skill of a security officer’s repertoire.
2. Ability to work with different personality types.
Security officers deal with different personalities all the time. They can’t use the same approach for every customer, yet they also have to be consistent in dealing with everyone regardless of their social group, gender, age, and appointment held.
Security personnel should remain unfailingly polite and helpful no matter who they are dealing with while recognising the difference between potential violent and non-violent encounters to de-escalate situations effectively. This can range from being gentle and polite with people who are shy, quiet and withdrawn while confident and firm with people who have louder and sometimes aggressive personalities.
3. Improve communication skills.
Security staff should stay calm and polite even during confrontational situations to remove tension. They can communicate friendliness and approachability through their tone, volume, and manner of speaking. A pleasant smile and some small talk will go a long way. If a customer or visitor has a question, security officers should actually hear them out and aim to solve their problems. This is key during emergencies or when a problem needs to be resolved, as a clear tone and ability to convey intentions effective can often minimise time spent needlessly.
4. Be mindful of body language.
Security officers can seem awe-inspiring due to their position, so people often look at and give meaning to facial expressions, eye contact, gestures, and other nonverbal cues. Their body language plays a considerable role in how people interpret their thoughts and intentions.
A security officer with a positive attitude will make customers feel that they are only too willing and happy to help. Yet they need to appear confident and calm in order to deescalate a situation or take charge when things go wrong. People look towards security officers in the event of an emergency, and one who is able to quickly and confidently lead the people to safe grounds while maintaining swiftness and orderliness.
5. Explain and clarify security procedures.
Security officers should courteously explain their actions to customers while discharging their duties, such as scanning belongings or asking for identification. It will make customers feel more comfortable and likely to comply without making a scene. They should assure customers they are following proper procedures for their security and then thank them for their patience, cooperation, and compliance.
In the case of emergencies, being able to say things in a clear and concise manner reduces time spent under harm, while people are confident to entrust their lives and safety in your hands because they know that you are skilled and proficient at your role.
The security sector is growing exponentially. Thus, there’s a greater need for security officers to be comprehensively trained in various areas. All these concepts are touched upon in our WSQ-certified security courses as we know that our security officers have to face the public on a frequent basis. Balancing out their core duties with excellent customer service skills will set security officers apart from others in the industry and allow them to advance in their careers.
Here at Leacov, we believe the same for all our security officers. We teach them these mindsets and skills in all our incident handling courses in Singapore and exemplify them in their day-to-day roles. We believe that security officers have much to offer, and we train them to discharge their roles with confidence, skill and efficiency. Sign up with us if you are keen to start your career in this industry and we’ll equip you with the best knowledge and skillset available in the market today.