Customer Service Tips for Security Guards

 Good customer service is an important part of the job. A security guard is often the face of an institution’s brand. They can be the first and last face a customer sees. Offering good customer service will enhance the reputation of the company. Few tips on how security guards can improve the customer experience:-

Greet Clients with a Smile - A nice, warm smile along with “Hello,” and the Client’s name is a nice start to providing great customer service. It’s said that people absolutely love the sound of their names; with that said, do your best to greet clients by name. If you are not on a first name basis yet, refer to them by their last names or simply “sir” or “ma’am.”

Good Communication Skills - Every security operative needs to communicate effectively whether they deal with the employees of a business or its customers. First and foremost be polite and respectful. Eye contact, hand gestures and tone all play a role in how someone will translate what you say to them.

Get to Know People - Learn the names of employees and customers, it can provide a number of benefits. If you work in an office block, knowing employee’s names will help you build professional relationships with them, make them easier to look up in the business’ phone and email directories and to physically locate employees when necessary.
Make Small Talk - In addition to remembering the names of employees and regular customers, keep a mental note of what you’ve talked about. If it is appropriate, it can be used at a later time as a conversation starter.

Find Solutions to Client’s Issues - If the client has expressed to you that there’s a problem or concern, let the client know that you will go above and beyond to provide a solution. Don’t just say it, really try to find a solution to their problem. As a security guard, your main priority is to protect people, property and information.


Integration of Manpower and Technology

With the growing use of technology in all sectors, PSI is no stranger to technological solutions that are  giving a new shape to private security services rendered by the companies today. One of the biggest markets in technology segment is the surveillance market and it has tremendous growth prospects globally as well as in India. Technology integration helps in improving the quality of services offered by security companies. Technology integration has clearly benefitted the security industry by improving service delivery. Some of the advantages of this change are: -
  1. Systems and platforms enable businesses to use the power of the internet to manage the services they provide, dramatically improve communications, maximise operational efficiency, and add significant value to customer relationships. These systems achieve this whilst also bringing significant advantages to individual employees.
  2. New technology does not just deliver advantages for employers or their customers. Employees also benefit. Their own portal enables them to manage their own time, pay, and performance.
  3. Customer satisfaction scores can be interrogated in real-time, issues immediately  identified, and remedial action taken where required.

There are a lot of technologies available today that can monitor properties for intruders, secure and detect faults and can provide the police with evidence for prosecution. These include alarms (specially designed and adapted so that they run wirelessly) and cameras (capture both day and night, high quality images which can be recorded and saved off site).


Common Issues/Problems Found During a Security Assessment

Every security assessment project is unique but certain issues are common and seem to come up time and time again.  Following are some of the common problems that may exist at your company:
  1.  Employees don't receive formal security awareness training and lack knowledge of the   company's security policies and procedures. Employees have not been properly trained on   how  to deal with events such as workplace violence.
  2.  There is no real support for the company's security program from senior management.   Members of the leadership team fail to follow security procedures themselves.
  3.  Employees fail to take basic precautions to protect company-owned and personally-owned   assets.  Offices, desks and workstations are frequently left unlocked; high-value items such as   laptop computers, purses and backpacks are left unsecured.
  4.  Electronic security systems are not thoroughly tested on a regularly scheduled basis.
  5.  There are poor procedures for handling confidential information: sensitive documents are   found left lying in unsecured areas.
  6.  There is no good system in place to track thefts, losses and other security incidents: many            incidents go unreported, there is no follow-up on incidents.
  7.  There is poor supervision of the contract security guard service used at the company. Too            much reliance is placed on the contract security agency.
  8.   There are gaps in security background check procedures.


Minimum Guidelines for Safety of Cash Logistics Vehicles

Vehicles should adhere to the following minimum security guidelines to ensure safe passage of cash and other valuables:

• Monitoring: Each van should be monitored at all time through a communications protocol. The van should have a GPS installed and also the controlling technology for immobilizing the van whenever required.
• Cash Security: The cash compartment must be specially reinforced with steel, with only one door and should be inaccessible from outside the van unless operated internally by the custodians through levers/controls. Each of the cash boxes must be secured to the floor with separate chains and should have 2 padlocks that can be opened or locked only by using separate keys available with different custodians. Cash for each bank should be carried in a separate box with the name of the bank written on it.
• Incident security: Vans should be equipped with hooters, fire extinguishers etc for quick reaction in case of an attack.
Armed security guards/Gunmen: One or more armed guard depending on the amount of cash carried and as per individual company’s insurance guidelines/ client contract.
• Minimum cash carrying guideline: Security vans should compulsorily be deployed for carrying cash of value more than Rs. 20 lakhs per trip.
• Maximum cash carrying guideline: Security vans should not carry more than Rs. 5 crores per trip.







How a Security Guard Can Improve Your Business Productivity?

The security guards are considered an important part of the organization because these can help you to prevent crime, maintain security and assist the employees and clients. There are lots of benefits of hiring a professional and well-trained security guard. A security guard in the business premises can be the source of peace and a sense of security. You need to remember that the employees are the major part of your organization to increase its productivity and profit. In the environment of fear and tension, they will not be able to do work properly. Some of the strategic ways a security guard can improve company’s productivity:-
  1. Security Guards are Your First Impression - The role of security guards have gone beyond standing by the door, they now perform some ‘hospitality’ role. Security guards now greet and welcome customers. If you have a hostile and unprofessional security guard you are already helping your customer make the decision of not buying from you.
  2.  Security Guards help you to be Accountable - The presence of security guards serves as a visible deterrent to criminals and protection of your customers’ assets each time they patronise you. Should there be any case of theft your security team would give information that would help the police carry out an effective investigation.
  3. Punctuality at the Workplace- For a business to be at it optimum, it needs its staff to be punctual at days of work. Diligence in the punctuality of staffs is another task the modern security guards are saddled with. They manage the businesses access log-book, keep records of visitors and staff while noting the time and the purpose of visit for visitors and staffs.
  4. Build Trust in the Mind of Your Customers - Everyone wants to do business where the safety of their lives and property are guaranteed. Customers would trust you more when you show concern by providing them with adequate security.





5 Common Personal Security Mistakes to Avoid and Stay Safe at all Times

Not Observant of Your Surroundings -This is a key mistake that is often made, not being observant of wherever you find yourself. Observing your immediate environment in a relaxed and positive manner can alert you to any potential threat to prevent.

Not Adopting Practical Safety Measures - Being informed on practical safety measures is one thing, adopting and applying such preventive measure is another thing; this where people miss it. And such a mistake can definitely threaten your safety. So, avoiding this mistake by adopting and applying practical safety measures like the ones discussed above will reduce your exposure to risks, threats and dangers.

Not Committed to Your Safety - Being committed to your safety is fundamental to staying safe at all times. But, failing to have a strong commitment to preserving your safety will put your life at greater risk. Therefore, be committed to your safety by being informed and at alert at all times.

Not Trusting and Acting on Your Instinct - Trusting and possibly acting on your instinct can keep you safe against any potential danger. On the contrary, not trusting your instinct whenever a sense of any danger is felt can put your life at higher risk. Therefore, be sure to trust and act on your instinct if you pick up a bad feeling from someone, or if you feel a sense of threat or danger, act on it.

Not Having a Safety Network - Not having a safety network of trusted people who could provide support and advice whenever you feel concerned of your personal safety can make you vulnerable to any potential risk and threat. So, developing a safety network of trusted people that may include family, friends, colleagues or even the police can become a safety net whenever your personal safety feels threatened.


Delhi Metro's new security helpline launched

The Central Industrial Security Force has launched a new electronic surveillance control room and security helpline number -- 155655 -- for Delhi Metro commuters. The new helpline number will be integrated with the smart surveillance system that has been installed at the new command centre, named operational control centre-I (OCC-1). The new helpline will facilitate metro commuters by providing them one-stop solutions for all their security and safety queries and complaints” said CISF spokesperson Assistant Inspector General (AIG) Hemendra Singh, adding, “The helpline personnel will provide first-hand information on metro operations as well as of nearby areas.” “The control room is equipped with internet protocol, intercom system and hotline connecting to DMRC, the existing control room at Barakhambha and Delhi Police,” he said.

The modern control room will monitor 94 stations out of 206 stations on the yellow, red, pink and magenta lines through more than 5,300 CCTV cameras. The control room is equipped with internet protocol, intercom system and hotline connecting to DMRC, the existing control room at Barakhambha Rd. and Delhi Police HQ.


Safety Consideration for High Rise Facade Cleaning

A skyscraper facade plays an important part and it has not only to look good but also has to be cleaned on regular basis. Cleaning skyscraper facade is a very challenging task as it requires safe and right access equipment. Most of the developed countries have regulations for working on. In cases where there are no regulations, there are strong associations and well defined practices.

For high rise façade cleaning companies to carry out rope access operations safely, it is essential that they are clearly aware of the different requirements of various access situations, and to consider whether they are competent for a specific technique. Steps should be taken to ensure that any work equipment (eg. cleaning tools, buckets, squeegees etc) is properly secured and used safely. All items must be attached so they cannot fall, and large items should be suspended on an additional haul rope. Equipments should be inspected before each use and examined thoroughly by competent person in accordance with a specified schedule, normally at intervals no greater than six months. The provision of adequate emergency measures is of prime importance when carrying out these high rise façade cleaning. There should be a specific rescue plan for each worksite, with on-site practice if appropriate.




How to Prevent Theft in Retail

All kinds of businesses face the potential for retail theft, but small businesses are exceptionally vulnerable. Burglary and vandalism are on-going security concerns for retail and commercial premises. These tips can help you learn how to catch shoplifters and how to prevent shoplifting in retail.

1.     The premises should remain well-illuminated after closing to ensure high visibility and       increase the likelihood of intruders being noticed.
2.      All lcks and safes should be to a high security quality with a regulated locking/unlocking   system established and responsibility for their opening/closing clearly delegated.
3.    Some roll-down grilles provide physical protection whilst still allowing window shoppers   to see into the premises.
4.    To eliminate blind spots in corners that shoplifters might use for hiding, make sure you     install mirrors while making sure there's adequate lighting in all areas.
5.    Shoplifting is more likely to occur where a store does not have an electronic tag system or security guards. Therefore, the presence of security systems or security guards is likely to deter   opportunistic and rational shoplifters.
6. Only an optimum level of stock should be retained on the premises, and stock requirements and holding procedures reviewed regularly for security purposes.
7.   The cash office of a retail outlet should be situated out of view from public areas and as far away   as possible from entrances/exits.


Precautions after Flood

  1.        Make sure you have permission from emergency officers to get back inside your          house.
  2.       Clean and disinfect everything that got wet. Mud left from floodwater can contain          sewage and chemicals.
  3.        Be aware of areas where water has receded. Roadways may have weakened and         could collapse.
  4.        Stay away from downed power lines, and report them to the power company.
  5.        Do not enter a building if it is still flooded or surrounded by floodwater.
  6.        Keep all power and electrical appliance off until the house is cleaned up properly          and electrician has inspected the system for safety. All electrical equipment should      be checked and dried before being returned to service.
  7.        Once flood waters have receded you must not live in your home until the water            supply has been declared safe for use.
  8.        Rodents may be a problem during and after a flood. Take care to secure all food          supplies, and remove any animal carcasses in the vicinity by contacting your local        animal control authorities.