THANK YOU FOR LEADING CHARGE ON
IT.
THANKS FOR HAVING ME.
POLICE ACROSS THE COUNTRY ARE
ACTIVELY TAKING STEPS TO IMPROVE
THE RELATIONSHIP WITH THOSE THEY
PROTECT AND SERVE.
NOW TAKING TO CHARLOTTE NORTH
CAROLINA ONE YEAR AGO ANNOUNCE
THAT ALL OFFICERS WOULD GO
THROUGH TRAINING IN CUSTOMER
SERVICE.
NOW IF YOU’RE SKEPTICAL THEY
WERE TOO.
I TALK TO THE CHIEF AND SOME OF
THE OFFICERS ABOUT WHAT THEY’VE
LEARNED.
WATCH.
>> WHAT IS THIS CUSTOMER’S
SERVICE --
INITIATIVE THAT YOU’RE DOING?
I MEAN I WAS POLICE EXPLORER
MAJOR NEVER HEARD ANYTHING ABOUT
THIS.
>> YEAH.
WE HADN’T EITHER AND THAT’S
THING WHEN I LOOKED AT IT AND WE
SAID HOW DO YOU LOOK HOW TO HAVE
BETTER INTERACTIONS WITH PEOPLE
WE COME MANY CONTACT WITH NOT
JUST EXTERNALLY BUT INTERNALLY
AND BASICALLY TO BECOME WITH A
GOAL TO IN DAY MAKERS FOR
INDIVIDUALS THAT WE ARE
ENCOUNTERS.
>> I’M CURIOUS WHAT IS THEN THE
REACTION --
OF DURING THE PROGRAM GOES FROM
THE PUBLIC AS WELL AS YOUR RANK
AND FILE.
>> WOW.
IT’S BEEN A ROLLER COASTER RIDE
TO SAY THE LEAST.
SO BOTH WITH --
FROM RANKIN RANK AND FILE
THERE’S SOME CONCERNS WITH THE
APPROACH AND HOW WE’RE GOING TO
CHANGE NOT JUST HOW WE INTERACT
WITH PEOPLE BUT BASICALLY WE’RE
LOOKING AT CULTURAL CHANGE
WITHIN THE ORGANIZATION.
THAT’S ALWAYS DIFFICULT
REGARDLESS OF WHERE YOU WORK IF
YOU ARE GOING TO COME IN AND
MAKE ASSISTANT CHANGES ON HOW
YOU DO YOUR JOB.
THERE’S GOING TO BE SOME
PUSHBACK TO IT AND THAT’S WHEY
SAW EARLY ON BUT WHAT WE SAW IS
AS OUR OFFICERS AND AS OUR
EMPLOYEES STARTED TO GO THROUGH
THE TRAINING, A LOT OF THE
RESPONSE WAS YOU KNOW, WOW.
THIS IS NOTHING LIKE I THOUGHT
IT WAS GOING TO BE AND WE NEEDED
THIS.
THIS IS REALLY GOING TO HELP
WITHIN OUR JOB AND WE WERE ABLE
TO TURN THAT AROUND AND AS WE
TRAIN HALF OF OUR EMPLOYEES, A
LOT OF THAT MESSAGING STARTED
GETTING OUT.
AND AS FAR AS THE PUBLIC YOU
KNOW THE PUBLIC WAS READY FOR
SOMETHING.
WE SAW WHAT’S BEEN GOING ON IN
THE LAST TWO OR THREE YEARS IN
LAW ENFORCEMENT.
AND ANY DIFFERENT APPROACH
PEOPLE WERE WELCOMING IT.
>> YOUR OFFICER APPROACH THE
SCENE HOW IS HE SUPPOSED TO
CONDUCT HIM OR HERSELF?
>> FIRST OF ALL THE OFFICER
SHOULD BE INTENTIONAL TO SAY,
THAT I’M GOING TO DO EVERYTHING
I CAN TO LEAD THAT POSITIVE
IMPRESSION.
YOU KNOW, WE HAVE A CUSTOMER
SERVICE SAYING THAT IS BASICALLY
WE’RE GOING TO LEAD THE POSITIVE
IMPRESSION THAT WE’LL EARN A
JEAN WIN THANK YOU AND ACROSS
SOCIAL MEDIA AND PERCEPTION OF
POLICE OFFICERS IN BAD POLICE
OFFICERS ACROSS THE COUNTRY
DOING BAD THINGS BUT THERE’S SO
MUCH OF US DOING GREAT THINGS.
AND WE WANT TO FOCUS THAT
ATTENTION ON THE GREAT THINGS
THAT WE DO AS WELL.
>> ALL RIGHT CHIEF LET’S SEE
WHAT YOUR OFFICERS THINK ABOUT
YOU.
>> STARTING OUT I DON’T THINK
MANY PEOPLE WERE BIG FANS,
RIGHT.
I THINK THAT THE CONCEPT OF
CUSTOMER SERVICE MIXED WITH LAW
ENFORCEMENT WAS DIFFICULT TO
UNDERSTAND.
>> WHERE DO YOU THINK THEY WERE
SUGGESTING WHEN HE WAS FIRST --
>> I THINK A LOT OF PEOPLE
PERCEPTION WITH CUSTOMER SERVICE
IS CUSTOMER SOLS RIGHT AND SO
WHENEVER YOU COME INTO THAT WITH
LAW ENFORCEMENT HOW DOES THAT
PLAY IN?
BECAUSE WEAN SOME PEOPLE WE DEAL
WITH AREN’T GOING TO HAVE THEIR
BEST DAY SO HOW DOES THAT IMPACT
AND I THINK THAT’S KIND OF WHAT
THE HESITATION WAS WHEN HOW DO
WE INCORPORATING CUSTOMER
SERVICE AND NOT ALWAYS HAVE THEM
BE ALWAYS RIGHT.
BUT STILL INCORPORATE CUSTOMER
SERVICE IN THAT ASPECT?
>> IN PRACTICE.
WHAT IS THIS LIKE ON A
DAY-TO-DAY BASIS WITH CUSTOMER
SERVICE INITIATIVE?
>> SO I THINK JUST MAKING SURE
THAT WE’RE GREETING PEOPLE AND
BEING FRIENDLY IS ONE THING YOU
KNOW SOMETIMES WE DON’T REALLY
THINK ABOUT WE GET SO CAUGHT UP
IN DOING OUR JOB AND YOU KNOW
THINGS THAT WE HAVE TO DO WHEN
WE GET ON SCENE WHEN SOMEONE
CALLS 9-1-1 MAKING SURE WE’RE
GETTING THAT PERSONAL ASPECT OF
FINDING SOMETHING TO HAVE A
COMMON WITH THEM.
>> ANOTHER BIG DRIVING FACTOR IN
THIS PROGRAM FOR ME IS --
THE WELLNESS OF OFFICERS.
OFFICERS EXPERIENCE CRITICAL
DISTINCT ON A HIGH LEVEL.
>> YEAH.
>> AND THAT IS NOT NORMAL FOR A
NORMAL HUMAN BEING SO WE HAVE TO
AS A COMMUNITY AS ELECTED
OFFICIALS EVEN AS NEWS MEDIA TO
REPORT LAW ENFORCEMENT AS MUCH
AS POSSIBLE AND THOSE NEGATIVE
ENCOUNTERS THAT WE CAN SEE ON
TELEVISION PUTS PERCEPTION THAT
LAW ENFORCEMENT IS NOT DOING
THEIR JOB CORRECTLY.
WHICH IN WE LOOK AT OUR 98.RATE
NEVER RELATE IN ARREST SO NUMBER
SHOW THAT HEY WE’RE DOING OR JOB
WE’RE JUST PUTTING EXTRA OUT TO
SHOW YOU HEY WE’RE WILLING TO GO
TO EXTRA MILE.
>> SO CUSTOMER SERVICE IT IS
HELPING THEN RIGHT BECAUSE THE
FIRST INTERACTION AS THEY HAVE
IS A POSITIVE INTERSECTION.
>> SO IT IS HELPING IN TWOFOLD
HELPING BECAUSE OFFICERS ARE
ACTUALLY BEGINNING OUT THERE AND
DOING WORK NUMBER ONE AND NUMBER
TWO THE FACT THAT THE COMMUNITY
HERE IS POLICE DEPARTMENT IS
TRAINING CUSTOMER SERVICE AT
LEAST THEY UNDERSTAND WHEN THESE
OFFICERS COME ON SCENE, THEY’RE
GOING TO BE PROFESSIONAL.
THEY’RE GOING TO BE PROFICIENT
AND RESOURCEFUL AND THEY’RE HERE
TO ACTUALLY HELP ME BE A MAKER
EVEN IN THOSE CHALLENGES MOMENTS
WE’RE HERE.
>> SEE Y’ALL NOT GONG TO JAIL.
>> NO --
NOT THAT.
>> TAKING OUT ON YOU --
>> YES.
>> APPRECIATE IT.
>> THANK YOU.