Securing Customer Service - Is Your Team Doing Enough?

While a security officer’s primary duty is to protect people, property, information and reputation, today’s security officers also provide a unique level of customer service to help create an environment that is safe and engaging. Ensuring that security officers are well-trained in customer service skills is critically important across all industries. 

Think about a hospital environment. When a patient or visitor enters a hospital, sometimes in an emotional state, not knowing where to go or what to expect can create additional anxiety. Enter the security officer who is often the first and last person that a patient and visitor sees. Security officers are a visible and accessible resource for patients – a simple greeting and offer to provide directions or escort can start the patient or visitor experience off right. 

In a college and university setting, a security officer often becomes the face of that institution’s brand. Whether providing safety awareness information, assisting with a lock-out, checking identification or patrolling a building, security officers must be helpful and professional. 

In commercial real estate, keeping employees, tenants and visitors safe is the most critical challenge property managers face. Controlling access and responding to emergencies requires excellent customer service. Security officers can enhance tenant satisfaction and serve as ambassadors for the building.

The need for strong customer service is an important element of a facility’s culture. Most security officers need to interact with the public, reinforce access control procedures, explain safety initiatives and serve as a liaison with the local law enforcement. A focus on customer service, as well a good communication skills, is important in all of these situations – and should be part of the security strategy. 

Regardless of the setting, if customer service is a requirement, it is important to recruit security professionals who are friendly, approachable and enjoy working with the public. Ideal candidates are identified through selective recruiting resources; carefully matched to positions based on their preferences and experience; and then developed through ongoing training. 
 

Read more about the role of customer service in security in this Security magazine article

 

  About the Author
  Ken Bukowski is the Vice President of Vertical Market Business Development for Allied Universal. He focuses on developing innovative solutions to address healthcare budget compression, workplace violence prevention and enhancing the patient experience.