Focuses on the customer and provides a high-quality service that is tailored to meet their individual needs. Takes customer problems seriously. Understands the communities that are served and shows an active commitment to policing that reflects their needs and concerns.
Sees things from the customer’s point of view and encourages others to do the same. Builds a good understanding and relationship with the community that is served.
- Identifies and takes action to deal with the issues and needs of different groups within the community.
- Talks to people in the community and tries to understand the social issues that affect the community.
- Identifies and builds relationships with influential people and groups within the community.
- Persuades community members of the need to co-operate with the police.
- Actively influences the way minority groups view the police service.
- Encourages officers and staff to learn about the issues affecting their local area.
- Finds ways of helping people to understand the different points of view within the community.
- Makes sure people understand that the service is part of the community, rather than controlling it.
- Encourages and finds ways for minority groups to give their opinions.
- Encourages and helps members of the community to get involved in the organisation.
- Promotes the interests of the organisation to outsiders.
- Is not customer-focused and does not consider individual needs.
- Does not tell customers what is going on.
- Presents an unprofessional image to customers.
- Only sees a situation from their own view, not from the customer’s view.
- Shows little interest in the customer – only deals with their immediate problem.
- Does not respond to the needs of the local community.
- Focuses on organisational issues rather than customer needs.
- Does not make the most of opportunities to talk to people in the community.
- Slow to respond to customers’ requests.
- Fails to check that customers’ needs have been met.