Why Customer Service is Revolutionising the Security Industry

Traditionally, many have perceived that security guards and door staff need to be big, tall and intimidating men to be able to prevent crime and maintain public safety on the job. But times are changing and not only are more women entering the profession, an emphasis on delivering customer service is revolutionising the industry.

And when you think about it, it makes complete sense. Who would you rather hire to cover security at your event? A company who’s security staff are disinterested, surly and intimidating. Who doesn’t keep in regular contact with you, the client, and who doesn’t address issues in a timely and professional manner? Or a company who’s staff are highly trained, polite and professional, who fit in with your existing staff and a company who goes the extra mile to make sure your security needs are met?

It’s a no brainer.

So how can companies ensure their customer service is second to none? 

Weve 10 ideas below:

  1. Ensure your frontline staff are fully trained and licensed
  2. You and your staff, prioritise the security of the client, its customers, staff and venue at all times
  3. You offer a speedy, friendly and reliable service to your clients. You respond quickly and deal with queries and complaints professionally
  4. Your front line staff turn up on time, are polite and are alert and attentive at all times
  5. Your frontline staff are friendly and polite to all they encounter and only ‘intervene’ when necessary
  6. Your frontline staff intervene effectively and efficiently without attracting undue attention or disturbing other patrons
  7. Your front line staff are able to build rapport with the customers at an event – as this goes a long way to ensuring an event is safe and welcoming
  8. Your front line staff become a part of the team at the venue, and are an extension of your clients staff
  9. You keep in regular contact with your clients and check in to see if there’s any other ways you can provide great service to them
  10. The personal image of your security staff is important and they are smart and professional looking at all times



How to Find Out If You Need The Mandatory Physical Intervention Training

It is now a legal requirement for door supervisors to have Physical Intervention Training before they are able to renew their SIA licence, but it’s also something we recommend for security operatives who also could face similar challenges and need the skills to deal with them to minimise the risk of injury to members of the public and to themselves.

Free2Learn at Work offer free Physical Intervention Training and Refresher courses, but it’s not always easy to know whether you need to take it or not. Here’s how to find out whether you need to take the extra training or not.


You DONT need to if:

  • Your Door Supervision qualification was awarded after September 2010
  • Your Door Supervision qualification certificate says [AWARDING BODY NAME] Level 2 Award in Door Supervision (QCF)

You DO need to if:

  • Your Door Supervision qualification was awarded before 2010
  • Your Door Supervision qualification was awarded between June and September 2010 and your training course did not include the physical intervention skills module


If you need the extra training you’ll need to pass the ‘Up-Skilling for Door Supervisors’ award before you can renew your license. This is available through training providers who offer the licence-linked door supervision qualification.


This is a 1 day training in physical intervention, plus self-study on topics such as:

  • first aid
  • awareness of terrorist threats
  • considerations dealing with young people and children


The physical intervention training has been included as a stand-alone unit since June 2010, so if you’ve completed it before, you don’t need to again. You just need to submit your certificate to the training provider and ask for it to be recognised as prior learning. You will still need to complete a self-study workbook and pass an assessment to gain the full qualification, however.


To find out more about getting this qualification training for free, please contact Free2Learn.