17 septembre, 2024 • 6 min read

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

When we think about security guards, we often picture them patrolling property or responding to serious emergencies. While these duties are central to their role, there’s another equally important aspect of security work that sometimes gets overlooked: customer service. A large component of the role of a security guard involves interacting with people, guests, and customers, making strong customer service skills important.

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

Creating a 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 uniformed security guard 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 allows security guards to cultivate a welcoming environment and provide a positive first impression for 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.

De-escalating Tense Situations

Security guards often find themselves in stressful, high-tension situations. These can range from customer disputes in retail stores, emergencies at events, or altercations with trespassers on warehouse property. In all high-stress scenarios, keeping a level head and leaning on a foundation of professionalism is integral to peacefully resolving issues. A security guard’s ability to calmly communicate and actively listen helps to de-escalate situations peacefully, preventing interactions from escalating into something more serious.

Enhancing the Guest Experience

The guest experience is critical in industries like hospitality and retail. Security guards working in these industries need to factor in both physical safety and concern for the guest experience, making customers feel valued and cared for. This might involve helping with directions, assisting guests with special needs, or answering general questions. Excellent customer service leaves guests with a positive impression, contributing to the overall success of the business.

Building Trust with Employees and Residents

In corporate and residential buildings, security guards work in close proximity with 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, particularly uniformed 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 client’s 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 through any interaction. These skills are critical for success and 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 Blackbird Security to Safeguard Your Business

Customer service skills are critical for security guards across all industries. Whether a security guard is maintaining a property’s safety through clear, concise communication, helping a guest with directions, or providing instruction during an emergency, customer service skills contribute to a safer environment and add value to a security guard’s role.

Partner with a security company that prioritizes the experiences of your guests, residents, and visitors. Get in touch with us using the form below to get started.

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