When responding to an argument between customers, what should be your first action?

The appropriate first action when responding to an argument between customers is to calmly explain that the dispute is disturbing others. This approach allows the security guard to address the situation in a non-confrontational manner, which can help de-escalate tensions and maintain a peaceful environment. By communicating with the individuals involved, you take the opportunity to acknowledge the issue while also encouraging a resolution without resorting to aggressive tactics.

Engaging with the customers in a calm manner can also serve to diffuse any heightened emotions, promoting a solution that doesn't involve further conflict or legal action. This step reflects a professional and measured response aimed at restoring order, rather than escalating the situation through physical intervention or additional police involvement unless absolutely necessary.

This action is aligned with best practices in conflict resolution, as it prioritizes communication and understanding over immediate punitive measures. It also ensures that you are intervening before reaching a point where law enforcement is required, as calling the police or attempting to arrest individuals should generally be reserved for more serious or threatening situations.