NCJ Number
213419
Journal
Campus Law Enforcement Journal Volume: 36 Issue: 1 Dated: January/February 2006 Pages: 27-29
Date Published
February 2006
Length
3 pages
Annotation
This article applies the six basic needs of business customers to the services delivered by campus police.
Abstract
The first basic customer need is to be treated in a friendly manner, which means that communication with the customer reflects a kindly interest and goodwill. Campus officers are in constant interaction with people, and most contacts involve providing information or seeking information. Officers are most likely to elicit information from students if their approach is friendly and respectful. The second need of customers is to be treated with understanding and empathy. This means that customers want officers to understand and respond appropriately to their feelings, fears, and concerns. For campus officers, this means having a thorough knowledge of young adult behavior, which involves a tolerance for immature behavior. A third customer need is to be treated fairly. This means removing all bias and unequal treatment from the enforcement of the law. A fourth customer need is for some sense of control over a transaction. When appropriate, officers should provide opportunities for customers to make constructive decisions in handling a problematic situation, rather than having the officer control all aspects of an interaction. A fifth customer need is to have alternatives and the opportunity to choose what meets his/her particular need. The resourceful officer should provide options for customers, not only in enforcing the law but in other contacts for advice. The sixth customer need is to receive helpful information required to make a decision in his/her best interest. Officers must be aware of all the services and facilities available to meet various needs of their constituencies and then supply appropriate information to customers seeking help. 10 references