Customer Interactions

Customer Interaction, Customer Service, and Professionalism

Security guards in the cannabis industry are not just responsible for safety—they also play a key role in customer interaction and service. How security personnel interact with customers impacts the business’s reputation, customer experience, and overall security environment.

🔹 Why Customer Service Matters for Security Guards
🔹 Creates a safe and welcoming environment for customers.
🔹 Helps prevent conflicts and de-escalate tense situations.
🔹 Builds trust between security staff, employees, and customers.
🔹 Ensures compliance with state laws and company policies while treating people respectfully.

🔹 Best Practices for Customer Interaction
✅ Greet customers with a friendly, professional attitude.
✅ Use clear and respectful communication when enforcing security policies.
✅ Maintain eye contact and confident body language to show authority.
✅ Be approachable but firm—security is not about intimidation.
✅ Answer basic customer questions without overstepping security responsibilities.
✅ If a customer becomes upset, remain calm and use de-escalation techniques.

🔹 Customer Service Do’s and Don’ts
✅ Do: Stay professional, polite, and helpful.
✅ Do: Enforce security policies without being aggressive.
✅ Do: Report customer complaints or security concerns to management.
❌ Don’t: Argue with customers or become confrontational.
❌ Don’t: Share confidential security information with customers.
❌ Don’t: Allow personal feelings to affect how you interact with individuals.

🔹 How to Handle Difficult Customer Interactions
✅ Stay calm and listen to the customer’s concern.
✅ Avoid escalating the situation—keep your voice steady and neutral.
✅ Explain security policies clearly and professionally.
✅ If needed, involve management for further assistance.

By maintaining professionalism, clear communication, and excellent customer service, security guards help create a secure, respectful, and well-managed cannabis facility.