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Security Customer Service Do’s and Don’ts

Security officers are often the first contact for customers who are looking for help. Having good customer service skills in the field of security services is important. Many employers hire security guards who have excellent client service and communication skills.

Here are some tips on the do’s and don’ts when dealing with customers. 

Who is a customer?
A customer is anyone we serve (clients, guests, coworkers, contractors, vendors).

  • First contact:
    • Introduce yourself
    • Reintroduce yourself
    • Make your name/badge visible
    • Offer to be a point of contact
  • Active listening:
    • Face the customer
    • Eye contact
    • Block distractions
    • Verify & clarify what’s heard
    • Paraphrase to confirm
    • Mirror body language or verbal expression
    • Don’t correct them
    • Use customer’s words
  • When there is a problem:
    • Take ownership
    • Acknowledge their concern
    • Take responsibility
    • Safely apologize, don’t blame company or customer
    • Follow up
  • Focus on the customer
  • Show empathy
  • Use positive language
  • Use the first name if possible
  • Treat them as partners
  • Go the extra mile
  • Use certain phrases
  • Get physically close
  • Touch
  • Use the phone for not-related issue
  • Use negative language
  • Cut them while talking
  • Ignore
  • Argue
  • Prove them wrong
  • Mirror negativity
Building Rapport with Customers

What is customer rapport?
The Cambridge dictionary defines rapport as: “A good understanding of someone and an ability to communicate well with them.”

Why build rapport with customers?
  • Trust
  • Loyalty
  • Confidence
  • Forgiveness

Photo York University

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