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Handling of Unusual and Difficult Visitors

A security guard will face a number of situations wherein tact and total professional abilities will have to be exhibited in handling unusual and difficult visitor to the premises. This will enable the situation to get diffused in time, before taking a serious turn.

Difficult Visitor : A visitor who behaves erratic, seconds unreasonable, highly demanding and becomes argumentative. This abnormality could be due to personal, physical or some external influence working on him and can happen at any stage during his visit to the premises at the gate, visitors parking lot, reception or during his move to destination inside the premises.

Handling by the Security Guard :-

  • Identification of such individuals.
  • Get control of yourself : Never contend with visitors when they are angry, disappointed or complaining. If you allow a visitor to push your buttons and lose control of yourself, you've lost control of the situation. Keep in mind, you can lose a good visitor if you show boredom, disdain, irritation or displeasure.
  • If the visitor appears reasonable and genuine help him to resolve the issue and if need be escort him to the concerned person.
  • If the visitor is found unreasonable be polite but firm in explaining why he con not have his way.
  • Show the customer you care : Show concern for the visitors feelings. Maintain a concerned, sincere and interested facial expression. Your voice, just as your non-verbal communication and expression, communicates your attitude. Individuals react more to how you say something than what you say.
  • If the visitor still remains adamant inform the supervisor. If required make the visitor speak to the supervisor on phone or else, request supervisor for his personal investigation.
  • In the meantime remain with the visitor and inform him that he will be attended soon by a superior, extend courtesies like a glass of water, offering a seat etc., till arrival of supervisor.
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