Exceptional Customer Service
Training for Inhouse Security
Officers
Ways to Provide Excellent Customer
Service as Security Officers
• 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.
• 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/Staff. 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 badge is visible to
customers, and keep your shirt tucked in.
• Help customers
• Often, negative customer/Staff 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/staff
much easier.
• Control your voice and body language
• While conversing with customers/staff, maintain a calm, confident and friendly tone of voice. This
will make the customer/staff 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/staffs,
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/staff
perceive you. When you speak with customers/staff, 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/staff, 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/staff 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/staff asking, this assures
the customer/staff 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 check,
explain to them why you have these policies and how they help to protect them. You should also let
customers/staff know if they are going to encounter any other procedures anywhere else in the
building and always thank them for complying with the instructions.
• https://www.youtube.com/watch?v=EalQI-BBR7w
• https://www.youtube.com/watch?v=y2OfswoyQmU
• https://www.youtube.com/watch?v=neA9lIL23xA