Customer Service: The New Security Officer Imperative
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Provides Personalized Self-Service Venue Management Qylatron Entry Experience Solution from Qylur This operational intelligence solution covers many customer service operations processes at venue entries, including welcoming and greeting, access control and ticket validation, marketing and sponsorships, and non-intrusive security screening. The self-service kiosk runs intelligence decision software on-site as it interacts with guests, using big-data analytics and an intelligent software engine to process and analyze sensor information from the entire network of kiosks. The resulting insights can range from maintenance alerts and operational recommendations to adaptive site-specific decision models, and this feedback is sent to Qylatron systems and site managers. Find out more at www.qylur.com |
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Unfolds to Create Ballistic Shield MTS Multi Threat Shield from Force Training Institute This shield looks like an average laptop bag, but built into it is a lightweight and discreet ballistic shield – a three-foot long blanket of protection against most handgun, shotgun and pistol-caliber sub-machine gun threats. In the event of a physical attack, security personnel can use the shield to protect one or more people. It also offers protection from attacks with blunt objects and edged weapons, as well as punches and kicks. To enhance its practicality, this shield bag includes an expandable utility pouch with covert access, which offers the ability to carry a wide range of equipment, from handguns or non-lethal devices to a laptop or tablet. Find out more at forcetraining.com |
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Silently Alarms on Metal Detection Tactical Hand-Held Metal Detector from Garrett Metal Detectors
This compact tactical hand-held detector (THD) features a highly sensitive 360-degree detection area and a silent vibrating alarm indicator, making it particularly effective for use in schools, bars and clubs, and corporate security programs. The detector does not require adjustments, features a ballistic weave holster for easy mounting on belts or in patrol vehicles, and is water-resistant |
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Trains Security Officers as EMTs Life Safety Protocol from Elevaed Medical Inc. As skyscrapers climb higher and higher, getting prompt medical attention to people in need can be a struggle for first responders. More treatments are available to provide prompt medical attention on site, but the key to these – AEDs for defibrillation, naloxone for opioid overdoses, etc – is early intervention. Response times from an EMS can often be too long for the treatment to matter. This life safety protocol utilizes security officers as emergency medical responders. The protocol begins when a high-rise resident or employee senses a life emergency and presses an icon on his or her cellphone or dials a “life safety number,” which sends a prepared SMS message or ringtone to a cellular or wall phone at the main security station. The officer on duty takes a door key and medical bag directly to the victim. For EMRs, 24-60 hours of training is required, with ongoing mentoring by a paramedic one day a week. Learn more at http://elevaed.com |
A security officer often becomes the face of an institution’s brand.
While a security officer’s primary duty is to protect people, property, information and reputation, today’s security officers also provide a unique level of customer service to help create an environment that is safe, engaging and inviting. Whether you’re securing a hospital, transit center, college campus, commercial office building, residential community or other facility, ensuring that security officers are well-trained in customer service skills is critically important.
Think about a hospital environment. When a patient or visitor enters a hospital, sometimes in an emotional state, not knowing where to go or what to expect can create additional anxiety. Enter the security officer who is often the first and last person that a patient and visitor sees. Security officers, who are stationed in the lobby or emergency department, are a visible and accessible resource for patients – a simple greeting and offer to provide directions or escort can start the patient or visitor experience off right.
Many hospitals assign security officers to their parking areas. These officers are able to assess the moods and attitudes of people as they park their car. If someone seems troubled, they can offer a friendly ear and assess if the situation may escalate. They serve as a deterrent to crime, direct people from the parking area to the hospital, and are available to offer assistance with car trouble or provide an escort if needed.
In a college and university setting, a security officer often becomes the face of that institution’s brand. Whether providing safety awareness information, assisting with a lock-out, checking identification or patrolling a building, security officers need to be helpful, enthusiastic and professional.
Commercial real estate also presents unique security considerations. Keeping employees, tenants and visitors safe is the most critical challenge property managers and owners face. Controlling access and responding to issues and emergencies must all be done with an eye toward excellent customer service and enhancing tenant satisfaction. Having a security team that can serve as ambassadors for the brand and the building is fundamental.
In each of these examples, the need for strong customer service is an important element of the facility’s culture. But in any environment, good customer service skills also aid in a security officer’s ability to perform. Most security officers need to interact with the public, reinforce access control procedures, explain safety initiatives and serve as a liaison with the local law enforcement. A focus on customer service, as well a good communication skills, is important in all of these situations – and should be part of the security strategy.
Regardless of the setting, if customer service is a requirement, it is important to recruit security professionals who are friendly, approachable and enjoy working with the public. Ideal candidates are identified through selective recruiting resources; and then carefully matched to positions based on their preferences and experience. Once onboard, their high aptitude for customer interaction needs to be developed through ongoing training.
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