Introduction

Welcome to the Verizon Retail Security Guard Training Program. As a security professional, your presence plays a crucial role in ensuring a safe and welcoming environment for customers and employees. This course will cover essential behaviors that contribute to a positive customer experience while acting as an effective deterrent to potential security threats. Your ability to maintain professionalism, remain alert, and engage positively with customers can make a significant difference in store security.

At the end of this course, you will be given a quiz to assess your understanding, followed by a role-play exercise to be conducted by your supervisor 30 days after training completion.

Key Behaviors for Security Guards

1. Professional Posture & Approachability

Maintaining a professional posture means standing upright, avoiding slouching, and remaining attentive to your surroundings. A confident yet friendly stance conveys authority while ensuring customers feel comfortable approaching you if they need assistance.

• ✅ Positive Impact: Customers feel safer and more welcomed, knowing that security personnel are attentive and ready to assist. Criminals are less likely to engage in theft or disruptive behavior when they see a guard who is actively monitoring the area.
• 🚫 What to Avoid: Hands in pockets, leaning on counters, or appearing disengaged can send the wrong message, making you seem uninterested or unapproachable.

2. No Mobile Devices Visible or in Use

To maintain full situational awareness, security officers must avoid using mobile phones or other personal electronic devices while on duty. Keeping your hands free and eyes focused on your surroundings ensures a quick response to any security concerns.

• ✅ Positive Impact: Customers perceive security as more reliable and engaged, reinforcing the idea that safety is a top priority. Criminals are deterred from attempting theft when they see a security officer actively observing the environment.
• 🚫 What to Avoid: Using a phone for personal reasons, texting, or being distracted by a mobile device reduces your effectiveness as a deterrent and can create vulnerabilities in store security.

3. Positive Body Language

Your body language should be open, approachable, and confident. This includes maintaining good eye contact, standing with a relaxed but alert posture, and using welcoming facial expressions.

• ✅ Positive Impact: Customers are more likely to feel comfortable asking for help, and potential criminals are less likely to engage in illicit activities when they see a security guard who is alert and engaged.
• 🚫 What to Avoid: Crossed arms, avoiding eye contact, or an overly aggressive stance can create tension and make customers feel uneasy.

4. Visual & Verbal Acknowledgment

Acknowledging customers and employees with a friendly nod, smile, or greeting helps to create a welcoming atmosphere while also signaling to potential criminals that they have been noticed.

• ✅ Positive Impact: Customers appreciate the welcoming atmosphere, and would-be criminals recognize that security personnel are observant and actively monitoring the store.
• 🚫 What to Avoid: Ignoring customers or appearing indifferent can lead to a perception of an unwelcoming or unsafe environment.

5. Good Presentation & Grooming

A well-groomed appearance and clean, professional attire reflect positively on both the security personnel and the Verizon brand. Uniforms should be clean and properly worn, and personal hygiene should be maintained.

• ✅ Positive Impact: Customers feel reassured by the presence of well-dressed and professional security personnel. It enhances the credibility and authority of the security team.
• 🚫 What to Avoid: Wrinkled uniforms, poor hygiene, or an unkempt appearance can undermine confidence in security presence and overall store professionalism.