Conflict Resolution in Security: How To Peacefully De-Escalate A Frustrated Customer

Beyond protecting assets and property, security guards frequently need to assist customers with questions and problems, often in high-tension situations. This is especially true for security guards in customer-facing roles such as retail security, where de-escalation skills are critical for effective security. Blackbird Security partners with the Crisis Prevention Institute (CPI) to deliver our in-house Peaceful De-escalation training course. In this blog, we’ll cover key strategies that our retail security guards learn that help them effectively manage customer frustrations and resolve conflicts peacefully.

Which Types of Security Guards Interact With Customers Most?

Security guards are often the first line of defence for businesses, and it will most often fall to them to handle disputes with frustrated customers. Uniformed security guards provide assistance to customers in a professional, courteous, and approachable manner, acting as ambassadors for the businesses they protect. They will employ tactics for de-escalation to peacefully manage frustrated customers and maintain a secure and comfortable environment for both store guests and employees.

Tactical security guards are often deployed to high-risk businesses, such as stores in neighbourhoods that face high crime. These guards are highly trained in advanced tactics, such as the use of force, but will always prioritize peaceful de-escalation before resorting to physical measures. 

What is Conflict Resolution?

Conflict resolution is the process of finding a peaceful solution to conflicts and disagreements that ideally leaves all parties feeling satisfied. In a security setting, guards will actively communicate and strive to understand the motives and beliefs of conflicting sides while engaging in negotiation to find a solution that minimizes conflict while maintaining security. 

If a conflict with a customer escalates, or if the customer is already angry when security arrives, guards will use peaceful de-escalation tactics to emotionally diffuse the situation.

Why is Peaceful De-Escalation Important?

Peaceful de-escalation diffuses potentially unsafe and volatile situations while safeguarding the safety and well-being of all individuals involved. Security guards use de-escalation techniques to peacefully resolve conflicts with customers without resorting to force. This minimizes risk and preserves an atmosphere of safety within businesses. Peaceful de-escalation helps to maintain a sense of order and security within the environment, maintaining the integrity of the business while minimizing the risk of property damage, injury, or legal liabilities. 

Additionally, by demonstrating professionalism, empathy, and effective communication skills, security professionals can foster positive relationships with clients, customers, and the public, contributing to a safer community overall. Security guards at Blackbird Security prioritize peaceful de-escalation when faced with conflict. 

Conflict Resolution in the Security Field

Conflict is an inherent aspect of human nature, and for professionals with people-centric responsibilitie, such as security guards, heightened situational awareness becomes paramount to ensure safety, maintain order, and prevent escalation. Here are some examples of scenarios where security guards might need to use conflict resolution:

• Managing access control. Security guards may encounter conflicts when individuals face restrictions or are unwilling to identify themselves. 

• Crowd management. Events, concerts, and public gatherings can lead to heightened emotions, especially when alcohol is involved. Security guards must often manage unruly behaviour and resolve conflicts among attendees to maintain a safe environment.

• Retail disputes. Retail security guards often encounter conflicts related to shoplifting or disputes with staff. 

How To Peacefully De-Escalate A Customer

1. Be empathetic and nonjudgmental

Try to see the customer’s issue from their perspective. By listening actively and approaching the interaction with compassion and understanding, you can build rapport with the customer and establish a foundation of trust, which is essential for successful de-escalation.

2. Use non-threatening nonverbal communication

Maintaining open body language, including eye contact, a neutral expression, and uncrossed arms, can help diffuse tension and convey a sense of understanding to a frustrated customer. Additionally, maintaining a distance of 1.5-3 feet from the customer can help to decrease anxiety. 

3. Avoid overreacting

It's essential to remain composed and professional when faced with challenging situations, as reacting emotionally can exacerbate conflicts. Take deep breaths, stay focused on resolving the issue, and avoid escalating tensions. 

4. Ignore challenging questions

Instead of engaging with questions meant to instigate an argument or challenge your authority, steer the conversation toward the issue at hand. 

5. Set boundaries

If a customer’s behaviour is offensive or disruptive, clearly communicate simple and enforceable boundaries. Offer them firm and respectful choices, along with clear consequences. 

6. Choose your non-negotiables

Identify specific policies or rules that cannot be compromised and communicate them in a diplomatic manner to the customer. By standing firm on essential issues, while remaining flexible on others, you can navigate the situation effectively while upholding the business’s rules.

7. Allow time for decisions

Give the customer space and opportunity to consider their options and make decisions without feeling rushed or pressured. Providing time for reflection can help defuse emotions and lead to a more constructive conversation, ultimately resulting in a peaceful resolution.

Why Customer Service Skills Are Essential For Security Guards Across All Industries

Conflict resolution and customer service go hand in hand in the security industry. A significant component of a security guard's role involves interacting with people in a positive manner, including guests and customers, making strong customer service skills essential.

Whether working in retail, hospitality, warehouses, corporate offices, or at events, security guards significantly impact the customer experience. In this blog, we’ll explore why customer service skills are essential for security guards across all industries.

Creating a Positive First Impression

Security guards are often the first point of contact for visitors or customers. A concierge security guard may be the first person to greet a warehouse visitor or condominium resident, while a security guard in uniform may greet customers as they enter a retail store. A friendly and professional demeanour sets the tone for the rest of the guest experience. Providing a warm greeting and offering assistance when needed enables security guards to create a welcoming environment and make a positive first impression on guests. When guests feel welcomed and at ease, they're more likely to approach security personnel if something goes wrong, ensuring that issues are promptly addressed and enhancing overall safety.

Enhancing the Guest Experience

The guest experience is even more important in industries like hospitality and retail. Security guards working in these industries must consider both physical safety and the importance of ensuring a positive guest experience, making customers feel valued and cared for. This may involve providing directions, assisting guests with special needs, or answering general questions. Excellent customer service leaves guests with a positive impression, which in turn contributes to the overall success of the business.

Building Trust with Employees and Residents

In corporate and residential buildings, security guards work in close proximity to employees, visitors, and residents. A concierge security guard at a condominium or office will see and greet building occupants daily. Establishing trust and building rapport is crucial in these settings, as employees and residents need to feel comfortable and safe in their workplace and home.

Guards with strong customer service skills can build rapport with the people they protect, ensuring that residents and employees trust them to handle security concerns professionally and efficiently. Residents and employees who have a connection with their building’s security team are more likely to promptly report any issues or concerns, contributing to a safer environment.

Enforcing Rules with Empathy

Security guards and concierge security guards are responsible for controlling access to buildings and enforcing rules. This sometimes means denying entry or correcting behaviour, which is made easier, safer, and more efficient through strong communication skills. Guards skilled in customer service enforce rules in a way that is firm but respectful, ensuring visitors understand the rationale behind decisions, as well as the consequences for continued rule-breaking, without feeling alienated or mistreated.

Communicating and Instructing Effectively

Effective communication is a critical component of any security guard’s role, whether it’s through providing clear instructions during an emergency or calmly explaining safety procedures. Good customer service skills enable security guards to communicate calmly and provide reassurance during stressful situations. This provides a sense of calm and order, which is essential for maintaining safety during high-stress scenarios.

The Blackbird Difference: Customer Service Training

At Blackbird Security, we prioritize customer service. Our guards go above and beyond their security guard duties by providing an exceptional experience for our clients’ guests and customers. They act as an extension of our client's teams, embodying the attentiveness and high standards that guests expect from the brands they interact with.

We provide customer service and peaceful de-escalation training through our in-house training program, Blackbird Academy. Through the course, guards learn to communicate effectively and maintain a professional, positive attitude in all interactions. These skills are essential for achieving success and ensuring guest satisfaction across all industries.

What Our Clients Say

"Blackbird Elite Suit and Tie guards provide the prestigious professional image and great customer service, which our business needs. Blackbird is a very reliable company run by people who truly care."
- Sophia Koumbis, Director of Bluebird

"Blackbird Security team is efficient at crowd and access control and is extremely competent at writing reports and customer service. Their professionalism and reliability make them a pleasure to work with. I highly recommend Blackbird Security for any security endeavour that they may seek to pursue."
- Kendra Kryszak, Parks and Public Space, City of Vernon

"I hired Blackbird Security several times for suit and tie client events, special open houses and concierge services. The concierge team members were always very professional and had excellent deportment. You can tell Blackbird puts a heavy emphasis on customer service training with their staff. Dealing with Blackbird for the past 5 years has been a pleasure, and I will continue to use and recommend their services to other property managers and strata council members."
- Eniz Aziz, Century 21 and the Aziz Group

Partner With Canada’s Number One Retail Security Provider

Security guards should prioritize peaceful de-escalation to minimize risk as much as possible. Peaceful de-escalation allows security guards to preserve a business’s atmosphere of safety and the well-being of team members and customers alike. In partnership with the CPI, Blackbird Security is proud to provide premium training through our Peaceful De-escalation course, allowing our security guards to confidently and effectively manage frustrated customers. 

Beyond retail businesses, security guards working in various industries, including hospitality, warehousing and distribution, construction, residential, and corporate offices, can employ peaceful de-escalation tactics when dealing with frustrated individuals. All of Blackbird Security’s guards undergo peaceful de-escalation training to equip them with the skills and knowledge they need to maintain peaceful environments at the sites they protect. 

Contact us to learn more about our retail security services, or explore the services and the industries we protect through the links below: 

• Mobile Patrol Security

• Construction Security

• Professional Security Guard Services

• Elite Suit & Tie Security

• Executive Protection

• Office & Facilities Security

• Government Security

• Event Security

• Shopping Mall Security

• Front Gate Security

• Factory Security

• Shipyard Security

• Transportation Security

• Overnight Security

• Logistic Security

• Warehouse Security

• Hotel Security