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Customer Service Responsibilities of Security Guards

Security guards play an important dual role in providing both security services and customer service. Some key customer service responsibilities of security guards include greeting customers as they enter a building to make a good first impression, communicating with and assisting customers, informing them of any safety hazards, and directing customers who need help. Security guards must balance these customer service tasks with their core responsibilities of securing the premises and property, and dealing with criminal incidents by filing detailed reports to aid investigations.

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902 views2 pages

Customer Service Responsibilities of Security Guards

Security guards play an important dual role in providing both security services and customer service. Some key customer service responsibilities of security guards include greeting customers as they enter a building to make a good first impression, communicating with and assisting customers, informing them of any safety hazards, and directing customers who need help. Security guards must balance these customer service tasks with their core responsibilities of securing the premises and property, and dealing with criminal incidents by filing detailed reports to aid investigations.

Uploaded by

JoseMelarte GoocoJr.
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Customer Service Responsibilities of Security Guards

Security guards are often seen as professionals who provide security services alone.
However, security guards also can play an important role providing customer service.
There are many customer service responsibilities that must be juggled alongside
security responsibilities.
1. Greet Customers
When customers need a question answered or when someone needs to greet a
customer, one of the first individuals that a customer may come in contact with is a
security guard.
Having a security guard be the first point of contact for a new visitor not only provides
customer service, but also helps the security guard remain aware of everyone who
enters your building. Communicating with customers provides a security guard with an
opportunity to deescalate a situation.
2. Make a Great First Impression
Security guards are often the first impression that a customer has of your business. It is
therefore important that security personnel maintain an excellent physical appearance.
Customers will usually see security personnel before they hear them. Therefore, the
appearance of the security must never be underestimated.
While a security guard can wear a standard and highly professional security guard
uniform, you could instead have security wear less formal clothing or wear clothing that
displays your company brand.
3. Protect & Communicate with Customers
The job of a security guard is not only to protect the property, but to also make sure that
customers are safe. For instance, if there is a hazard in the building that customers are
not aware of, security should inform them of this. By knowing that they are protected,
customers are more likely to feel relaxed.
Great security guards have good communication skills and are friendly, polite and
professional. Any noteworthy events should be recorded so that you will be fully aware
of everything that occurs on your property. Skilled security guards will write reports that
include only the facts, written clearly and concisely.
4. Offer Assistance
When customers need assistance, a security guard is the most trustworthy individual to
turn to. For instance, if a customer does not know where a particular building is, a
security guard can direct him or her in the right direction.
Assistance can be something as simple as holding open a door. Also, if there is an
emergency, the security staff are the best individuals to contact about this.
All of this is done without the security guard being distracted from doing his or her job of
keeping your property safe. If someone is hurt, the security guard is the best person to
turn to in order to provide first aide and call emergency services if necessary.
5. Secure the Premise
Security personal play an important role not only in protecting the occupants and
property, but also in working with law enforcement to fight crime. When a crime occurs,
the reports recorded by security guards play a role in the investigation.
The security guard also has the power to detain anyone who has committed a crime.
Keeping your property safer is another form of customer service that will cause
customers to want to choose your business over others, regardless of whether you
choose armed or unarmed security guards.
The job of a security guard can be difficult. Not only do security guards have multiple
responsibilities, but they must also often help people when they are at their worst. If a
customer has had his or her cars stolen, the customer may be frightened and not very
coherent, requiring a highly-trained professional to handle the situation.
Reference:
Security Service Northwest, Inc. (2017). Customer Service Responsibilities of Security
Guards. https://www.ssnwhq.com/single-post/2017/11/16/Customer-Service-
Responsibilities-of-Security-Guards

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