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Good customer service is essential in the security industry, and in this article we look at the traits required for security officers to provide good customer service.

First and foremost, a security officers role is to prevent threats such as theft and vandalism and resolve problems when they arise. However where security officers operate in customer-facing environments, providing customer service is inextricably woven into the role, even if it’s not formally recognised as a responsibility.

These are three ways a security officer can demonstrate good customer service:

First impression

As one of the first people that customers or members of the public come across, it’s vital that security personnel are well presented, friendly and assist when asked for help. Security guards often have to interact with different kinds of people, including those who are non co-operative, and in most cases calmness and courteous conversation is the most effective way to de-escalate any situation.

Greeting 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 into contact with is a security guard. It’s important security guards are knowledgeable so they can effectively answer queries from customers.


Engaging with customers in a professional way not only improves the customer experience, but is also a great way to notice irregularities. As any security guard knows these interactions aren’t always positive and may involve dealing with argumentative and insulting persons.

Delivering great customer service means making a good first impression, sharing knowledge and communicating effectively regardless of the provocation. If a security officer is capable of doing all three that’s a good indication of a well trained and professional employee.

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