How should you face the public's questions and complaints?

There are no shortcuts to professionalism! You have to be polite, friendly, and helpful all the time! If you control the access to a store and only a restricted number of people are allowed in at once, people are likely to start complaining about the time it takes for the line to move. We all know for a fact that people hate waiting in line. Be patient! Perhaps you are in charge of keeping control of a parking area reserved for customers only, and someone decided to leave the car there even though they are not shopping at the store. In both situations, things might escalate, and some people might get verbally aggressive and take it out on you, even though you are just doing your job.

Andy Tufano, the President of Goldstar Training, talks about using the LEARNS technique to de-escalate conflicts like these.

Check out ‘Professional Security Officer Standards and Training (PSOST) Resources’ with Andy’s full explanation and examples on his podcast episode below. You can listen from 6:40 (take some time, it’s worth your while!). https://open.spotify.com/episode/6AmsfScZDEbhLw5AOOnoc5

You are the face of the company, so what you do impacts the company and your professionalism.

Image by BodyWorn by Utility from Pixabay References The Effective Security Officer’s Training Manual, Chapter 5 - Professionalism by Ralph Brislin, CPP 4 Ways to Provide Excellent Customer Service as a Security Officer by Trident Security