Customer Service

Paper Summary:

This paper explains that customer service, which is defined as a management strategy focusing on meeting expectations of the customers and ensuring their satisfaction, is an organizational philosophy as well as an attitude toward work. The author points out that police are now required to develop and display a commitment to quality service delivery and customer relations to achieve their policing goals; thereby, satisfaction of their customers, namely the citizens of the community at large, should be the focus for the police. The paper stresses that the service aspect to be performed by all the staff in the station, such as attending to telephone calls and assisting customers, should be clarified and prioritized; to minimize the inconvenience of the wait time at the police station, the physical structure of the station should be suitably comfortable with good signage.

From the Paper:

"Delivering courteous customer service should be a concern of not only the stations, but also should be important for any contact between the police and the public. The supervisory staffs who manage the police stations have to be the role models and correctly monitor every individual's performance as described till now, reinforce staff about courteous behavior, and provide adequate feedback for discourteous behavior. Punishment should not be used, except under very serious cases. There must be training in the academy for police officers and in the work site for the public servants for good interaction skills. This should cover all station staff."

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