With the Commissioner of Police, Paul Rolle, identifying in his 2020 policing plan, the need for the police force to focus on internal service delivery and building of public confidence, the organization recently partnered with the Bahamas Technical and Vocational Institute (BTVI) to facilitate a customer service workshop for its band.
BTVI’s Associate Vice President of Fund Development, Alicia Thompson, who previously held the position of RBC Royal Bank’s Personnel and Training Officer for The Bahamas and Cayman, applauded the Royal Bahamas Police Force for keeping the customer service conversation alive in furtherance of the commissioner’s policing plan. It has specific emphasis on behavioral change to impact the provision of quality service to members of the public.
There were 28 officers who participated in the recent training, ranging from police constables to assistant superintendents.
“For BTVI, it allows us to broaden our community engagement while doing what we do best - providing training. BTVI has been an external customer of the RBPF for many years as their pop band provides music for our annual commencement exercises both on New Providence and Grand Bahama. Each year, the band provides the music that we need and we are pleased to provide something that they need at this time, which is the customer service workshop,” said Ms. Thompson who has had 23 years in customer service experience in the financial services industry.
She added that BTVI and the police force have enjoyed an excellent relationship and the customer service training is simply another initiative which brings the organizations closer as partners.
Ms. Thompson spoke to why good customer service is important to policing, with the customer ranging from attorneys to suspects and officers to the general public. She noted six things all customers want including personal recognition, common courtesy, timely service, professionalism, enthusiastic service and empathy.
Inspector Jackson Jeffer applauded Ms. Thompson for her presentation, stating that she drove home important points.
“She was able to convey her points with an understanding of the unique realities of our day-to-day interaction with our external customers in comparison with that of a product and service income generating entity. She emphasized how in both instances, professionalism and respect for customers are paramount, and in my opinion, a mindset that needs to be adopted across the entire public service sector,” said Inspector Jeffer.
Furthermore, Sergeant 3413 Corey Hield noted that the band division’s daily operation requires its members to interact with not only each other and other members of the wider force, but members of the public. He said it is imperative service is delivered in a courteous manner, always exhibiting respect and professionalism.
“Customer service is our greatest asset as an organization and it requires constant training to properly develop and advance how we treat everyone. Hence, customer service training will be ongoing and will be held at regular intervals, based on our work schedules. Ms. Thompson gave an excellent presentation that was very informative and interactive,” said Sergeant Hield.
“It gave band members numerous opportunities to participate and share their personal customer service experiences. It has definitely enhanced my understanding of customer service and how it is critical to every organization, including ours. The delivery of the material was very professional, and profound,” he added.
Considering the band members as among “some of the greatest ambassadors of our country,” Ms. Thompson reminded the officers that they are service providers and have both internal and external customers who are partners in the fight against crime. She underscored that through relationship building and good customer service to the constituents whom they serve, the police are better able to fulfill their mandate.
