Customer Service in Security: The Balance Between Enforcement and Empathy

Are you a direct person? Are you less extroverted and more introverted? I can be both at times. That said, some of the following could help you.

In the world of security, providing excellent customer service can be challenging. Security officers often find themselves in the difficult position of delivering bad news or enforcing policies that may not be well-received by the individuals they interact with. Whether it’s informing someone that they’ve violated a policy, explaining why access is restricted, or, in some cases, admitting that a lost item can’t be found, security officers are often perceived as the bearers of bad news.

Despite these realities, effective communication in security is vital to maintaining a positive experience for customers, clients, and employees. A key lesson I’ve learned in my career is the crucial difference between the intent of your communication and the perception of that message. You may intend to provide helpful information or enforce a rule politely, but how the person on the other end receives it can be drastically different from what you had in mind.

Here’s where the real challenge lies: navigating this gap between intent and perception. How can security officers deliver necessary, often unwelcome, information in a way that fosters understanding, minimizes frustration, and even builds rapport? The answer lies in how we approach each interaction—with empathy, clarity, and tone.

Tone Matters as Much as Words

The tone you use when delivering news—good or bad—makes all the difference. People are sensitive not just to what you say, but how you say it. In stressful situations, a calm, respectful tone can help diffuse frustration and prevent an interaction from escalating. While the content of your message might not change, delivering it with empathy can change the customer’s entire experience.

Clarity is Key

In any customer-facing role, but especially in security, clarity of communication is essential. People don’t want vague answers or confusing jargon—they want straightforward, concise information. If a customer can clearly understand why a policy is in place or why their request can't be fulfilled, they are far more likely to accept the situation, even if it's disappointing. Clear explanations help establish credibility and trust.

Empathy Bridges the Gap

It’s easy to focus solely on enforcing rules, but security officers must remember that every person they interact with is human, and often, they're already in a stressful situation. By demonstrating empathy—acknowledging their concerns, frustrations, or needs—you can create a positive interaction, even when delivering bad news. A simple acknowledgment like, “I understand this isn’t what you were hoping to hear, but here’s why we have this policy in place,” can go a long way in de-escalating tension.

Active Listening

Listening is one of the most underrated skills in security customer service. Often, people just want to be heard. By allowing someone to express their concerns fully, without interrupting, you show that you value their input. This can shift the dynamic from adversarial to collaborative, where the customer feels like they’re part of the solution.

Follow-Through

When possible, offer alternatives or next steps. If a customer is upset about a policy, explain what they can do to comply or how they can avoid the issue in the future. If their lost item isn’t found, let them know the process for checking back or escalating the issue. The key here is to show that you care enough to help them move forward, rather than just leaving them with a hard “no.”

Security is about more than just enforcing rules; it’s about safeguarding people, property, and reputations. But none of that can be done effectively without considering how we communicate. As security professionals, we are often the first point of contact for customers, and how we deliver news—whether good or bad—affects not only the immediate interaction but the reputation of the security team and the company as a whole.

Balancing enforcement with empathy and clear communication is the key to transforming difficult conversations into opportunities for positive customer service experiences. Remember, the intent behind your communication matters, but the perception of that communication matters even more.

By focusing on tone, clarity, empathy, listening, and follow-through, security officers can make a lasting impression—even when they’re delivering news no one wants to hear.