Rethinking Customer Service in Policing: Introducing the Responsive Public Protection (RPP) Model

I recognize that courteous and respectful interactions with the public are imperative. Ideally, every encounter between law enforcement and the community should be conducted with courtesy, dignity, and empathy. However, the nature of policing sometimes requires a pause in these values to swiftly resolve conflicts and protect lives and property. That said, when the situation allows, respectful engagement should be the rule rather than the exception. In this context, tactical empathy plays a crucial role -- empowering officers to navigate difficult situations while preserving the human touch.

For decades, some leaders in law enforcement have attempted to frame police interactions in the language of customer service -- a model that champions smiles, courtesy, and the notion that "the customer is always right". While these ideals have their place in retail or hospitality, they fall short in policing, where the primary mission is to resolve conflicts, enforce laws, and protect the community.?

Unlike in the business world, where customers have the freedom to choose whom they do business with based on reputation and service quality, citizens calling 9-1-1 do not have that luxury. The responder is determined by strict jurisdictional boundaries and operational protocols, leaving no room for customized service expectations. Under these constraints, expecting officers to "please" every caller not only proves unrealistic, but can also detract from the critical, decisive actions required to ensure public safety.

The Limitations of the Traditional Customer Service Approach

Traditional Customer Service emphasizes:

• Courtesy and Respect: Treating every individual as a valued customer.
• Meeting Needs and Expectations: Delivering prompt, tailored responses to individual desires.
• Creating Positive Experiences: Building loyalty through delight and satisfaction.

Disney's Paradigm of Customer Service further elevates these ideas by:

• Anticipating Needs: Empowering cast members to predict and fulfill guest desires.
• Obsessing Over Details: Transforming every interaction into a memorable, emotionally engaging experience.
• Exceeding Expectations: Creating a sense of magic through every touchpoint.

While these models work exceptionally well in service-driven industries, they do not translate effectively to law enforcement. When officers respond to high-stakes situations, their foremost responsibilities are conflict resolution, public safety, and enforcing the law -- even if that means making decisions that may not result in a pleasantly "smiley" encounter. In the 1990s, community policing initiatives inspired by customer service concepts met with resistance from officers who faced volatile, unpredictable environments where swift action was paramount.

I am proposing a new model to replace customer service: Responsive Public Protection (RPP)

Responsive Public Protection (RPP) is the proposed framework -- a balanced alternative that integrates respectful, empathetic engagement with an unwavering commitment to public safety. RPP is not about turning every encounter into a delightful experience; rather, it is about ensuring that officers maintain the integrity of their enforcement duties while engaging the public in a courteous manner that builds trust and reduces tension.

Core Components of RPP

1. Conflict-Centric Resolution

• Advanced De-escalation: Officers are trained in specialized techniques to manage and resolve conflicts, even under intense pressure.
• Objective Decision-Making: Actions are guided by legal imperatives and the critical need to protect rather than by the desire to appease.

2. Protection Over Pleasing

• Public Safety as the North Star: Every decision is driven by the mission to safeguard lives and property -- even if the outcomes are not immediately popular.
• Uncompromising Enforcement: Upholding the rule of law remains paramount, regardless of individual satisfaction.

3. Accountability and Transparency

• Integrity as a Trust Builder: Transparent actions and clear communication foster genuine community trust that goes far beyond superficial courtesy.
• Feedback-Driven Improvement: Community input is used to refine practices that ensure fairness and safety, rather than as a measure of customer satisfaction.

4. Integrating Courtesy as a Foundational Tool

• Respectful Engagement: Courtesy is non-negotiable; every interaction must be conducted with inherent respect to lay the groundwork for trust and effective de-escalation.?
• Balanced Communication: Officers combine firmness with empathy, ensuring that even necessary enforcement actions are delivered clearly and respectfully.

Tactical Empathy: The Bridge Within RPP

A critical element of RPP is tactical empathy -- a deliberate, strategic approach that empowers officers to understand and address the emotions and concerns of everyone involved in a conflict. This is not easy to do since most officers lose their empathy early on in their career. This makes applying empathy more difficult and challenging. This is not the passive, automatic response of general empathy; rather, it is an active tool used to improve communication and guide de-escalation.

What is Tactical Empathy?

Definition: Tactical empathy involves actively listening, understanding, and acknowledging the feelings and viewpoints of all parties in a conflict. It is a focused effort by officers to "step into another's shoes" to discern underlying motivations and fears.

Key Aspects

• Active Listening: Officers give their full attention to the individuals involved, ensuring that every concern is heard without interruption.
• Understanding Perspective: By consciously considering the situation from another's viewpoint, officers can identify emotional triggers and address them directly.
• Guiding De-escalation: The insights gained through tactical empathy allow officers to tailor their responses in ways that lower tensions and pave the way for peaceful resolutions -- even when enforcement action is necessary.

How Tactical Empathy Integrates with RPP

Tactical empathy enhances the RPP model in several ways:

Conflict-Centric Resolution: Tactical empathy informs de-escalation techniques by helping officers understand the emotional roots of a conflict, allowing for more effective, measured responses.

Protection Over Pleasing: While the primary focus remains on public safety, tactical empathy ensures that enforcement actions are executed with an awareness of the human element, reducing unnecessary hostility and fostering a more respectful interaction.?

Accountability and Transparency: By clearly communicating the?reasons behind their actions, grounded in an empathetic understanding, officers can build stronger community trust and ensure that decisions are seen as fair and justified.

Supporting Courtesy Through LEED: Tactical empathy is the underlying force that makes the LEED communication model work seamlessly. It reinforces active listening, aids in clear explanations, supports impartial treatment, and upholds the dignity of all parties, thereby ensuring that even difficult interactions maintain a respectful tone.

Enhancing RPP with the LEED Communication Model

To operationalize RPP in a practical, human-centered way, I propose using the LEED model - Listen, Explain, Equally, Dignity - which guides officers in conducting respectful and effective interactions. I first heard of this model being used in Washington State to train new and seasoned officers:

Listen: Actively and attentively hear the concerns and emotions of all parties, even under duress. Example: During a domestic disturbance, an officer ensures that each party is given the opportunity to speak, gathering crucial information and easing escalating tensions. Often we hear a little bit of information and stop listening.

Explain: Clearly articulate the reasons behind actions and decisions. Example: Traffic stops is where this would pay the most dividends. Most officers are in a hurry and may not explain the violation and the enforcement actions necessary. Most people just want to be heard on a traffic stop.

Equally: Treat all individuals impartially and fairly, ensuring consistency in enforcement. Example: Most officers today treat people equally regarding race and gender, but the biggest challenge is socio-economic equality; we sometimes don't see homeless persons or less fortunate ones on the same levels as others.

Dignity:?Uphold the inherent worth of every individual, even during enforcement actions. Example: ?During an arrest, an officer conducts the process in a professional and respectful manner, avoiding unnecessary aggression and preserving the dignity of everyone involved.

Addressing the Controversy

We understand that this approach may be controversial. Some will argue that law enforcement should always operate like a customer service entity, with every interaction designed to please with a smile. However, expecting police to "please" every community member while facing dangerous and complex situations is unrealistic and may even undermine public safety. The belief that "the customer is always right" does not apply when lives, liberty, and the rule of law are at stake.?

Responsive Public Protection (RPP), enhanced by the LEED communication model and underpinned by tactical empathy, offers a balanced approach. It affirms that while courteous and respectful interactions are the norm, there are moments when decisive, firm action must take precedence. This model empowers officers to enforce the law and resolve conflicts while still preserving the human dignity of every individual.?

A Roadmap for Implementation

Training and Development:

• Advanced Conflict Resolution: Integrate comprehensive training on tactical empathy, de-escalation techniques, and the LEED model.
• Ethics and Accountability Workshops: Conduct regular sessions to reinforce the importance of impartiality, transparency, and respectful communication in maintaining public safety.

Policy and Cultural Shifts:

• Revised Performance Metrics: Transition from customer satisfaction surveys to metrics focused on public safety outcomes, courtesy, fairness in enforcement, and community trust.
• Community Engagement Initiatives: Develop programs that promote open dialogue about the dual focus on respectful engagement and uncompromising public protection.

Leadership and Oversight:

• Command Modeling: Leaders must exemplify RPP and LEED principles, setting a tone that values safety, integrity, and balanced, respectful enforcement.?
• Independent Evaluation: Encourage community members to regularly assess the implementation of RPP, ensuring that policies remain aligned with both enforcement needs and community engagement goals.

Conclusion

Responsive Public Protection (RPP) is introduced as a balanced alternative to the traditional customer service model in law enforcement. It acknowledges that while courteous and respectful interactions are essential for building community trust, the core mission of policing -- conflict resolution, public safety, and law enforcement -- must never be compromised. By integrating tactical empathy and the LEED communication model, RPP empowers officers to engage respectfully while making the tough decisions required to protect their communities.

This model is designed to resonate with officers on the front lines and meet the real needs of the communities they serve -- ensuring safety, fairness, and accountability while maintaining the human touch that fosters trust and to give officers and leadership a model to replace the unrealistic customer service one. This model is more practical and applicable to the job of law enforcement.

- Dean Crisp