On September 15th, GardaWorld executives and stakeholders from across the security industry joined Canadian Security Magazine for an in-depth roundtable discussion on the pivotal role that customer service plays in the prevention of potential criminal activity. The conversation touched on why customer service is central to crime prevention and the changing role of security guards.
Why is Customer Service Key to Crime Prevention?
Scott Young, Vice President, Prairie Region, at GardaWorld explains, “Customer service is at the heart of our industry. All of our programs are based upon this principle.” Our clients are the businesses and organizations that we serve. However, the security guard is often the first contact for customers. As such, offering exceptional service is how we add value to the customer experience.
In turn, this approach acts as a deterrent and helps to deescalate potentially dangerous situations. Jason Sangster, Director Terminal Operations, Security & Safety, at the Edmonton International Airport recalls a situation where a guard went the extra mile to help a distraught passenger who wanted to board with her loose cat. To avoid further escalation, the guard left the airport to purchase a carrier so that she was able to travel safely with her pet. It’s all about being proactive rather than reactive.
This is where training comes in. Sean Sportun, National Director, Strategic Accounts, at GardaWorld contends that a strong security program will teach guards to be proactive by focusing on principles of prevention and de-escalation.
The Changing Role of the Security Guard
These principles are also important to the changing nature of the role. Security guards must adapt to the current social climate. At a time when an intervention gone wrong can go viral in a matter of hours, security guards must be hyper-aware of their actions. Enforcement is no longer the name of the game. Today, prevention through customer care is placed at the forefront of our approach.
Another factor to consider is that resell sites have become more common, which in turn has increased retail theft. Assailants have easy access to sell stolen goods. Yet, the mere presence of an agent on site, as a first point of contact, helps to deter these thieves.
The pandemic has also impacted the role that guards play in different spaces. Young points out that during the reopening phase, people were in a heightened state and confused. Since then, security guards act as guides easing consumers through new and changing sanitary measures. Again, it demonstrates just how important customer service is to the job.
To gain a better understanding of how customer service is essential to our philosophy at GardaWorld, we invite you to watch the full roundtable discussion here: Panel discussion: Crime Prevention Through Customer Service | September 15, 2021
