At Occam Security, we take pride in providing professional and reliable security services to our clients. Our officers are not only trained to protect people and property but also to interact with residents in our communities with respect and courtesy. In this post, we will share some of the ways our officers are trained and practice de-escalation techniques and customer service skills.
De-escalation techniques are methods of reducing the intensity of a conflict or a potentially violent situation. Our officers are taught to use verbal and non-verbal communication skills to calm down an agitated person, avoid provoking or escalating the situation, and resolve the issue peacefully. Some of the de-escalation techniques our officers use are:
- Active listening: Our officers pay attention to what the person is saying and feeling, and show empathy and understanding. They use open-ended questions, paraphrasing, and reflecting to clarify the person’s needs and concerns.
- Rapport building: Our officers try to establish a connection with the person based on common ground, mutual respect, and trust. They use positive body language, eye contact, and appropriate tone of voice to convey warmth and sincerity.
- Problem-solving: Our officers help the person identify the source of their frustration or anger, and offer possible solutions or alternatives. They use collaborative language, such as “we” and “us”, to show that they are on the same side and want to help.
- Setting limits: Our officers explain the rules and boundaries that must be followed in a clear and respectful way. They use assertive but polite language, such as “please” and “thank you”, to express their expectations and requests. They also inform the person of the consequences of their actions if they do not comply.
Customer Service Skills
Customer service skills are abilities that enable our officers to interact with residents in our communities in a friendly and professional manner. Our officers are trained to provide excellent customer service by:
- Being courteous: Our officers greet residents with a smile and a positive attitude. They use polite words and phrases, such as “please”, “thank you”, “you’re welcome”, and “have a nice day”.
- Being helpful: Our officers assist residents with their inquiries or requests in a timely and efficient way. They provide accurate and relevant information or direct them to the appropriate resources or personnel.
- Being respectful: Our officers treat residents with dignity and fairness. They do not discriminate or judge anyone based on their race, gender, age, religion, or any other personal characteristic. They also respect the privacy and confidentiality of residents’ personal information.
- Being responsive: Our officers follow up with residents to ensure that their needs or issues have been met or resolved. They apologize for any inconvenience or mistake, and take corrective actions if necessary. They also solicit feedback from residents to improve their service quality.
By using de-escalation techniques and customer service skills, our officers are able to interact with residents in our communities in a positive and constructive way. This not only enhances the safety and security of our clients’ properties but also builds trust and goodwill among the people we serve. At Occam Security, we are committed to delivering security services that go beyond expectations.
Joe Hughes is a US Army Intelligence veteran with over 30 years of experience in Security Management. He has worked in multiple security fields including Private Investigations, Uniformed Security, Executive Protection, Retail Loss Prevention, etc.
He is a certified interviewer/interrogator and has successfully closed thousands of cases in his career, recovering millions of dollars of lost merchandise and cash.