911 delivers customer service training

In an effort to improve the service offered by the Royal Cayman Islands Police Service to West Bay residents, the local station has been training staff in customer service skills.

The 911 Emergency Communications Centre facilitated the training which saw staff briefed in areas such as communication and empathy skills, the importance of feedback and how to deal with distressed or aggressive customers effectively.

‘The classes were a pleasure to teach,’ 911 Communications Manager Juliette Gooding said in a press release. ‘The staff were open and the interaction was great. Not only is the course about customer service but morale building amongst fellow officers is equally important and is a large component of the workshop.’

The training involved participants taking part in role plays and discussions based on real life situations. Sixteen police officers from both West Bay Criminal Investigation Department and uniformed officers took part in the training.

‘We know that having a good dialogue with the community and being able to satisfy the residents is one way of building positive relationships between the community and the police,’ explained Area Commander Chief Inspector Angelique Howell. ‘The training was well received by the officers and I am sure that each and every one walked away with something positive.’

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