Issue link: http://lawandordermag.epubxp.com/i/238697
T ake a moment and recall the fnest, most memorable customer service you have ever received. What did the person, team, or establishment do that was so impressive? Now, ask yourself, does your example involve—however minor—any degree of crisis, chaos or confict? Or, was a person or team aiming to solve some kind of problem? In a survey of friends and colleagues, most provided accounts involving some degree of troubleshooting after unforeseen circumstances arose. From this perspective, customer service is most memorable—and most closely scrutinized—on the heels of an unexpected occurrence, causing some form of crisis, chaos, confict or problem. Law enforcement is one such profession. Law enforcement exists to serve people who are in crisis or who need help solving their problems. Therefore, every contact with a law enforcement customer is a special opportunity for the police offcer to make a lasting impression through the delivery of stellar service. The degree to which the offcer demonstrates genuine care and compassion, competence, patience, respect, responsiveness and creative problem-solving will determine the victim's level of trust, respect and confdence in not only the individual offcer, but the offcer's organization and profession as well. The sort of customer service I am referring to—quality service in the wake of chaos, crisis, confict or unforeseen circumstances—can be called IncidentDriven Customer Care. Anyone working in the customer service industry should be cognizant of moments requiring Incident-Driven Customer Care. And, those who work in law enforcement should remember nearly every customer contact will require Incident-Driven Customer Care. Incidentally, there are many other professions, like law enforcement, that exist to serve people in crisis who need help. Sometimes unreasonable requests have reasonable solutions. Problem solving is complex, but this same complexity may offer a non-traditional path to the solution. Contacts made with victims and those under stress leave a lasting impression of the officer and the department. Professions related to emergency medical services, nursing, disaster response and crisis counseling are a few that require their employees to engage in Incident-Driven Customer Care on each call. Incident-Driven Customer Care Incident-Driven Customer Care is defned as the delivery of quality customer service to an individual who has experienced crisis, chaos, confict or any problem stemming from unforeseen circumstances. Incident-Driven Customer Care is characterized by 1) genuine care and compassion, 2) responsiveness, 3) effective communication, 4) ability to anticipate needs, 5) professionalism, 6) respect, 7) patience, 8) competence, 9) dignity and 10) creative problem-solving. Remember the three keys to providing Incident-Driven Customer Care. First, contacts are always memorable. Second, sometimes unreasonable requests have reasonable solutions. Third, customer satisfaction can be the sole purpose for the process. Always Memorable Remember whatever actions you take will leave a lasting impression on the customer long after the contact is over that will impact not only how you are personally perceived, but also how the organization and the profession you represent are perceived. www.lawandordermag.com 57