Why people matter in the security industry

Good customer service is essential in the security industry, a sector where excellent communication skills are indispensable. Here's how Abbey Security excels at customer service...

At Abbey Security, there are several traits we look for when taking on new security officers. As well as being reliable and punctual, we require our officers to have a smart appearance, be well-groomed and confident and committed to providing a first-rate customer service experience. We also prefer them to have one-year’s customer service experience.

But in a role which can often see them working on their own outside of normal hours, why is customer service so important?

Why customer service matters in security

There are two sides to customer service in the security industry. There’s the relationship between the security provider and client, and the relationship between the security officer and the public.

Abbey Security excels at both.

When dealing with our clients we always ensure we’re professional but are also approachable. This is vitally important because the client is the person who employees our services. They’re the ones who pay for the security we provide. With this in mind, we display professionalism in everything we do. From making our website user-friendly to being open and honest in sales meetings and diligent in the service we provide, we’ll work hard for you, the customer.

This is why we believe we have a duty to provide officers who are approachable and excellent ambassadors for the Abbey Security brand. Even in situations where customer contact is minimal.

Security officers improve the customer experience for your customers

The second key relationship in security is between a security officer and the general public, or our client’s customers.

When working on your business premises, security officers are the face of your company. Whether working on reception, or on guard duty, they’re often the first and last person people will see from your business.

That’s why it’s important for them to have excellent customer service skills.

Not only does it represent your business in a good light, but it also makes doing our job easier. Knowing the names of every member of staff makes it easier to contact the right person in the event of an incident and makes working together to solve any problems easier too.

In certain situations, such as a store security guard asking to search somebody’s possessions or a door supervisor searching a clubber, being polite and respectful makes a potentially embarrassing situation an unobtrusive event.

Security is more than just manned guarding

Protecting property and equipment out of hours is a big part of the security industry. But there’s much more to it than that. From door staff to town rangers, security officers will have a number of customer-facing roles.

When dealing with customers on the door an approachable manner can be used to diffuse potentially violent situations.

When working in the community, responding to the public’s enquiries politely is an essential skill.

Ed Vince, Newmarket Town Ranger being named Best Ambassador, Ranger or Warden of the Year in 2018

Last year, Abbey Security employee and Newmarket Town Centre Ambassador, Ed Vince, was named ‘Best Ambassador, Ranger or Warden of the Year’ at the Association of Town & City Management (ATCM) Industry Awards.

This is further proof of Abbey Security’s and our staff’s dedication to providing exceptional customer service in every situation.

How Abbey Security provides excellent customer service to our customers…

At Abbey Security, we understand that our people are at the heart of everything we do. By looking after our staff, we have become a popular employer within the guarding industry, enabling us to select and retain the very best available applicants.

By rewarding our officer’s success, looking after their safety and supporting their development, we can provide staff who are skilled, loyal and dedicated to Abbey Security and the businesses we protect.

This means you get the very best security offices working in the region right now.

These values are also found amongst our office teams. When you ring Abbey Security you’ll be greeted by a friendly and approachable member of staff, who’ll be able to help with your queries. When you speak to our management team, we’ll do our best to find you the very best solution to your security problems from our comprehensive range of security services.

Speak to our team today and you’ll find a company who is dedicated to giving the best customer service possible.

What you can expect from Abbey Security Services

  • Fully trained security staff – All our staff are all trained to SIA standard and have been chosen for their commitment and customer service skills
  • A comprehensive range of services – From manned guarding and alarm response to physical penetration testing and CCTV monitoring we offer the full range of security services
    See our services
  • Full accreditations – We’re accredited by the British Security Industry Association (BSIA), the National Security Inspectorate (NSI), the Security Industry Authority (SIA), Alcumus SafeContractor and to ISO 9001:2008 standard.
    See our accreditations
  • Local knowledge – We have a comprehensive understanding of the issues facing businesses in East Anglia and employ local staff who are able to cover holidays and illness at short notice. National security providers can’t always do that, another benefit of a local company.
  • A well-established security provider – We’ve been providing security services to clients in Suffolk and Cambridgeshire since 1985, even working with some of our original clients to this day.

Abbey Security provides security services in Cambridge and Suffolk

We’ve provided security services to companies throughout East Anglia since 1985 and aim to provide a comprehensive range of security services to our clients. With customer service at the centre of everything we do, we’re able to provide the best possible service for your business depending on your individual needs.

To find out more, about how Abbey Security can help your business, phone us on 01284 768832 or fill in our contact form.

Read More

‘The impact of professional security companies on low-level crime’ »

‘Why choose Abbey Security Services Ltd?’ »

Posted on October 30, 2019

Abbey Security Menu