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.
Provides a high level of service to customers. Maintains contact with customers, works out what they need and responds to them.
- Presents an appropriate image to the public and other organisations.
- Supports strategies that aim to build an organisation that reflects the community it serves.
- Focuses on the customer in all activities.
- Tries to sort out customers’ problems as quickly as possible.
- Apologises for mistakes and sorts them out as quickly as possible.
- Responds quickly to customer requests.
- Makes sure that customers are satisfied with the service they receive.
- Manages customer expectations.
- Keeps customers updated on progress.
- Balances customer needs with organisational needs.
- 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.