Why is Customer Service Different in Security?

Why is Customer Service Different in Security?

Security & Client Service: The Challenges Faced by Front-Line Security Personnel

March 10, 2016 By Rob Bayley, Psp, Training Manager At Condor Security Inc., Toronto, Ontario, Canada

Professionals in the security field understand that customer service for security personnel is different from standard customer service positions for a number of important reasons:

Client Relations vs Customer Service

Security personnel interact with the same individuals whom reside and/or work at the property on a regular basis.  As a result, positive customer experiences are necessary to maintain relationships and a cooperative environment.  A poor customer service experience is detrimental and leads to ongoing stress for both parties.  Unlike other customer service positions, clients will have to return to their home or workplace regularly despite having a poor experience.  If good relations are maintained, it makes day-to-day life easier and more comfortable for both parties.  Security personnel must continuously work to create a positive environment and maintain professional relations with clients.

For Times When The Customer Is Not Always Right

The majority of people do not like being told what to do.  Most people do not like to hear the words, “no,” or, “you can’t,” or, “stop.”  We like to hear “yes,” “sure,” “no problem,” “of course,” and “please go right ahead.”   In most customer service roles, if an employee encounters a customer who breaches company policy, the employee redirects the customer to a manager.  Security guards, however, have the duty and responsibility to enforce rules, policies, and procedures when clients and customers breach them.  Invariably, you face resistance during this task.  Tactical communication systems such as Verbal Judo and Condor’s unique CSCR approach provides Condor Staff a guide for how to manage resistive behaviour through empathy, emotional regulation, and positivity.

Security Guard Code of Conduct

Licenced Security Guards in Ontario have a mandatory code of conduct required by the government.  One of the elements of this code is to refrain from using profane, abusive, or insulting language or actions that are otherwise uncivil to any member of the public.  If the average customer service employee loses his or her temper and insults a client, the employee risks disciplinary action from his or her employer.  If a licenced Security Guard in the province of Ontario insults a client, he or she has the additional risk of losing her or her licence to work as a Security Guard.

To Serve & Protect

Security does not only deal with typical customer service situations.  Security is called upon to respond to emergency situations like fires and floods and also deal with trespassers and criminals.  Therefore, the need for a SAFETY FIRST approach to situations is paramount.  The CSCR provides the foundation for eliminating liability by ensuring a calm, considered, polite, and respectful approach to situations.  If security deems it appropriate to escalate their actions to the next level, all reasonable options would have been taken first, prior to escalating, and thereby reducing liability and increasing safety.


Women in Security

Professional Development for Females in the Private Security and Law Enforcement Fields

August 15, 2015 By Makeda J., Condor Level 3

On June 10th, 2015 I attened the ASIS Toronto “Women In Security” event.  It was a new and inspiring experience, and it was my very first time being in the same room with other women who are involved in numerous aspects and at a high level within the security industry.

Networking with these women who have excelled within the industry at positions that are more challenging than my own has motivated me to keep pushing myself to grow.  Not only within my position at Condor Security but personally as a professional individual.

My reason for joining the security ‎industry started with just wanting a job to provide for myself.  With time I enjoyed working in security as it gave me ample opportunities to help other people.  This is something I genuinely love doing.  Even though I enjoy working as a security guard, addressing situations where someone was angry at me or the establishment I represented was not my first choice of duties.  I would purposely avoid these kind of situations at any cost and I started believing this was one of the reasons society assumed men would be a better choice for security work.  My opinion about the security industry at that time motivated me to push myself outside my comfort zone so I could prove the majority wrong.  At this point I decided that pursuing a career in Law Enforcement would be my goal as it allowed me to do the things I love at a higher and professional level.

I’ve been in the security field for just over 3 years and I’ve found myself in many situations where others have suggested that I’m better off getting into a different profession just because I’m a female.  Till this day I still believe that society’s opinion of women within the security industry has discouraged many of us from working towards our goals and I intend to change this through being an example for others.

After attending the event I have a new perspective on what I can contribute to the security industry for other women.  My intentions are to do as much as I can within the industry for other women to grow as professional individuals.  There will come a time where women wishing to pursue a career within the industry will not let the limits of society’s opinion control what they accomplish in life and I also believe the ASIS Toronto “Women In Security” event is a step towards that change.

Now fast forward to my current position: I’m a senior employee for Condor Security.  Thanks to the training I’ve continuously received from Condor, I now have the right mindset and ability to address pretty much any situation that may occur while on duty.  Some aspects of the training have positively affected my personal life as well.  For example, the Verbal Judo course has given me more confidence when addressing uncomfortable situations whether I’m at work or communicating with family members or friends.

The experiences and growth I’ve gained over the years is something I feel all women within the industry should have.  The ability to start from nothing or something small and then build something of great value to yourself and the industry is the very essence of professionalism.