Security guards aren’t only guards of physical assets—they’re often the first point of contact for visitors, customers, and employees. As a result, their interactions can definitely affect customer experience, and this has renewed the focus on customer service in security guard training.
What’s needed? Customer service training for security guards should include:
- Communication skills: It’s helpful to provide clear and courteous communication. Security team members should be able to answer questions and address concerns respectfully.
- Conflict resolution: Training in de-escalation techniques and conflict resolution equips security guards to manage challenging situations effectively.
- Professionalism and Etiquette: Instructing guards on maintaining a professional demeanor, proper conduct, and etiquette in various scenarios.
Achieving the right balance
Physical security ensures safety, while good customer service builds loyalty and gives companies a competitive edge by quickly resolving customer issues.
But…what happens if you’re not doing both well? Failing to balance physical security with customer service can lead to lost customers, revenue loss, and reputation damage. There are new technological advances that can help your security streams do both.
Innovations in security to enhance the customer experience
Customer wait times and long lines to gain entry are often the biggest gripes of customer experiences. Biometric technologies, like fingerprint or facial recognition, make access control processes easier, ultimately reducing wait times. Plus, virtual queueing systems allow visitors to reserve their spot in line remotely, so there’s no need for a physical line, improving foot traffic flow.
Also – mobile apps can give security guards real-time information, incident reporting capabilities, and communication tools to quickly respond to situations.
Consider how these security advancements can help:
Biometrics:
- Body methods: While fingerprint and facial recognition are common, the future of biometrics includes even more sophisticated methods. Consider vein recognition (scanning vein patterns in a hand or finger), iris scanning (analyzing the structure of the iris), and voice recognition for secure access. These options all offer higher levels of security.
- Personalized experiences: Biometrics can personalize the customer experience, as visitors could automatically be recognized upon entry and have their pre-approved access granted without any interaction with a guard or access card.
- Access control: Since there are no ID cards or passwords, biometrics speed up the entire access process.
Virtual Queuing:
- Predictive queuing: Advanced systems can analyze historical data and real-time visitor flow to predict peak times, then adjust staffing levels to fit.
- System integration: Virtual queuing can be integrated with other systems, like appointment scheduling or CRM platforms. This allows for personalized communication with visitors, like estimated wait times or reminders, and helps businesses manage visitor flow.
Mobile Apps:
- Real-time access: Mobile apps help security personnel with real-time access to video feeds, sensor data, and other information. This allows them to monitor situations remotely and identify potential threats.
- Incident reporting: Security guards can use mobile devices to document incidents with photos, videos, and details, and instantly send the information to authorities.
- Better communication: Security personnel can receive alerts, share information, and coordinate responses in real time.
- Data collection: The data collected through mobile apps can be analyzed to identify patterns and potential vulnerabilities. This information can then be used to improve security protocols and address potential risks before they become a problem.
Overall, the advancements in security make the entire process less invasive, faster, and easier for customers.
Getting priorities straight
Providing exceptional customer service is crucial for security personnel, especially since security measures can often be perceived as inconvenient. Effective communication, leveraging technology, investing in training, continuously improving processes, balancing security with convenience, and fostering a positive culture are all essential components.
Security companies can prioritize security without compromising customer service by focusing on these six areas:
1. Communication
Explain clearly and respectfully the reasoning behind any security rules. Keeping customers informed about changes in protocol helps them plan accordingly.
2. Technology
Technologies like facial recognition or automated access control can help speed up the process. If that’s not within your budget, mobile apps and self-service options help with pre-registration and virtual queuing. The technology also lets people give real-time updates through mobile notifications.
3. Training
Invest in people! Provide training on customer service skills, communication, and conflict resolution. This will also help security officers make decisions and solve problems independently. Always encourage people to be professional in customer interactions and model the same behavior.
4. Continuous improvement
No one is perfect. Collect customer feedback to see where there is room for improvement. Review security procedures and data on customer interactions, wait times, and security incidents to pinpoint areas of opportunity.
5. Balancing security with convenience
Conducting risk assessments can help identify potential issues. However, you don’t have to use a one-size-fits-all approach. You can be flexible and consider the specific circumstances of individual customers when possible.
6. Creating a culture
Involve team members in improving the customer experience related to security. Recognize security personnel who demonstrate great customer service while maintaining security standards.
Overall, incorporating customer service with security measures will result in happier, safer, and more secure customers.
Leveraging Workforce Management Software to Enhance Security and Customer Service
Using workforce management software solutions from Trackforce significantly enhances the ability of security guards to provide exemplary customer service by automating and streamlining many of their routine tasks. Here are several ways the software can improve the customer experience through security personnel:
Automation of Menial Tasks
One of the primary advantages of workforce management software is its ability to handle repetitive and time-consuming tasks automatically. These tasks could include logging incidents, scheduling shifts, and conducting routine checks. By freeing security guards from these menial duties, they have more time to focus on interacting positively with customers, addressing their concerns, and ensuring a welcoming environment.
Improved Communication
Trackforce solutions enhance communication both within the security team and with other departments. Real-time updates, instant messaging, and alert systems ensure that security guards are always informed about the latest protocols and any incidents that require their attention. This improved communication means they can respond promptly and accurately to customer inquiries, enhancing the overall customer experience.
Efficient Incident Management
The software simplifies incident report management by allowing guards to quickly and efficiently log details via mobile devices. This efficient process ensures that incidents are documented accurately and frees up more time for guards to return to their customer service duties. Effective incident management also leads to faster resolutions, minimizing customer inconvenience.
Watch our webinar with global security thought leader Carlos Francisco to explore customer-centric security more.
