The Oxnard Police Department has provided their Dispatch and Records personnel with customer service training throughout the month of January. The training was designed to enhance and support those skills which are necessary for the public to have positive police interaction. The department recognizes that our personnel are often dealing with people in crisis and it is our responsibility to make their experience as positive as possible.
The training was an eight hour class which was provided on four different occasions. The class covered such topics as ways to place callers on hold, recognizing communication pitfalls such as voice inflection or attitude, providing positive explanations, recognizing body language and facial expressions and understanding public expectations.
The class was interactive and provided a forum for open discussion. The Public Safety Dispatchers and Records Personnel participated in customer service scenarios and surveys. The class also utilized lessons that have been learned from other agencies.
The Oxnard Police Department is dedicated to enhancing the interaction that every citizen has when they call 911, a business line or walk into our lobby. This training was a reminder to our personnel to treat everyone as if it was their own family member, to remember that there is always more to the story and to recognize that everyone is an individual with specialized needs.