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Police sent on customer service courses

Simon Power
National Party Law & Order Spokesman

17 July 2006

Police sent on customer service courses

Police officers are being sent on customer service courses specifically designed for telephone operators, retail assistants, and moteliers, says National's Law & Order spokesman, Simon Power.

He is releasing an email sent to police chosen to attend three courses run by KiwiHost, which provides customer experience management programmes.

"This is nuts. Our police are meant to be on the front line fighting crime, not going on courses to learn about techniques which would have more use in the hospitality industry."

The KiwiHost courses, which cost about $900 per person for the series and go for nearly three days, include training on such things as:

- Avoiding the dangers of too much knowledge.

- Learning techniques for switching an angry customer into a satisfied one.

- Using the 'smile mirror'.

- Understanding how to use complaints as a gift.

- Learning about managing 'Moments of Truth'.

"Not only has the Government reduced the standards required to join the police, now they are sending officers on courses for moteliers or operators of B&Bs.

"At one stage the email sent to selected officers says: 'At this point you may be asking yourself why this training is necessary, what does it involve and how does it relate to my work ...'

"I am sure most officers would be asking themselves those questions, and I am sure most would have the view that their No1 priority is solving and preventing crime, rather than attending such courses.

"When officers are taken off the front line for courses like this - irrespective of the cost - the public deserves an explanation from the Commissioner's Office."


Attachment: email and KiwiHost course notes

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