Issue link: http://lawandordermag.epubxp.com/i/238697
FEATURE Incident-Driven Customer Care SUMMARY "The actions of any police officer, in an instant, can impact an individual for life, and even a community for generations. Given this realization, every police officer must be centered on what is important. Service, justice, fundamental fairness—these are the foundational principles in which every police action must be grounded. The nobility of policing demands the noblest of character." – Dr. Stephen R. Covey Remember that nearly every customer contact will require Incident-Driven Customer Care… effective communication, responsiveness, respect, patience and competence. INCIDENT-DRIVEN CUSTOMER CARE DEFINING CUSTOMER SERVICE THROUGH CRISIS, CHAOS AND CONFLICT By Mike Hamel 56 LAW and ORDER I January 2014