POLICE have been sent to work in Marks and Spencer to learn about good customer service.
As part of Lancashire Police’s internal campaign to improve the way they deal with the public, force chiefs sent police into private businesses known for good customer care.
It emerged at a meeting of the Lancashire Police Authority that officers had been seconded to companies including the high street store and car firm Mercedes.
The branch locations have not been revealed.
Chief Constable Steve Finnigan said: “The one thing I want Lancashire Constabulary to be renowned for is quality. That’s our policing style.”
The unusual move was the brainchild of temporary Assistant Chief Constable Andy Rhodes, who led a six-week Beyond Expectations campaign.
It was set up in response to concerns over officers’ rudeness and the way the public felt they were treated by the police.
A year ago, Mr Finnigan called on his colleagues to adopt a ‘customer-service ethos’ and that staff should be ‘going the extra mile in attitude and behaviour’.
Posters sprung up around police stations encouraging officers to ‘treat people as you would wish to be treated yourselves’.
They were asked: “Have you gone beyond expectations today?”
It was revealed incivility and timeliness made up 30 per cent of complaints about the force, but the Lancashire Police Federation, which represents officers, said its members were ‘exhausted’ by campaigns and labelled it ‘like teaching granny to suck eggs’.
April figures revealed at Wednesday’s meeting showed year on year improvements for ease of contact, action taken, treatment, follow-up and experience.
But with one in four people who dealt with police not happy with the follow-up, Mr Finnigan admitted: “It is the Achilles heel for every force in the country.”
He said: “I’m confident in the next three months we’ll see improvements.”
Friday 27th May 2011
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