Customer Service in Policing - Praise vs Complaint

• In Event: Roundtable: Contemporary Issues in Policing

Abstract

This study identifies the techniques and methods used by a select group of front-line police officers who typically provide customer service without complaint or criticism. These select officers are often praised for their mannerism and style of policing by members of the public. The sample study involves police officers from the Vancouver, British Columbia area working in municipal police agencies and providing operational service to the public. Although these officers make multiple contacts with the public, often in highly charged circumstances, they do so, for the most part, without complaint or criticism.

Authors

• Rick Parent, Simon Fraser University

• Cathy Parent, Provincial Health Services Association