Greg Jackson, co-founder and CEO of Heal Charlotte, stated that any effort to show empathy and sympathy, and to humanize officers beyond their badges, is a step forward. He spoke about the new customer-service-based approach to the Charlotte-Mecklenburg Police Department.CMPD launched its $60,000 first-of a kind training program, CommUNITY Collaboration, last week. According to the DiJulius Group (a national Cleveland-based consulting firm CMPD partnered to this project), the departments' 2,500 employees will learn new communication techniques for use with residents or customers.The DiJulius Group previously worked with Chick-fil-A, Starbucks and Disney.Johnny Jennings, Chief of CMPD, stated that my vision is to create a culture of hospitality in Charlotte-Mecklenburg. Why not look at customer service to ensure that we serve our customers professionally and courteously? Chick-fil-A employees are polite, friendly, and they serve consistent food. We should look at this and decide to offer that same customer service to our citizens. We leave them with a positive impression about their interaction with the police.Are there any problems with the program?Jackson expressed optimism, but Jackson acknowledged that not everyone will experience the Chick-fil A feeling.He said that he understands where Jennings comes from, particularly when it is about minor traffic interactions.Jackson stated that when you approach me in the car, it shows you respect me, have empathy for my needs, and want to address you as a human.Jackson stated that Chick-fil A is different from the police because the fast-food restaurant chain has a history treating customers well.Robert Dawkins (activist and state organizer for SAFE Coalition NC) stated that CMPD didn't come to the community before it was implemented.Although I don't think it is bad, I believe that if you don't talk to the people you will be calling a customer, you wont get the same result.Continue the storyDawkins expressed concern about CMPDs response rate being determined by the neighborhood where the calling resident lives or their annual income.I am not a customer. Instead, I am a Charlotte resident. Customer service will always be based on how much you spend with the company. I can assure you that if you live in a poor area off Beatties Ford Road you won't get the same level of customer service as Ballantyne customers.What sticksJackson and Dawkins are skeptical about certain aspects of the program but praise Jennings transparency, willingness to think outside the box, and Jackson's support for Jackson.Dawkins stated that Jennings is at least seeing what sticks. While I would like to see more input, it is not a bad thing. The one thing we have always asked of a chief, however, is to try.Jackson stated that he was always open to new ideas. That is something I always appreciate.Larken Egleston, a member of the City Council, stated that all city departments should adopt a customer service approach.He said that regardless of whether it is the police department or 311, solid waste, this should be the mindset for everyone at the city, from elected officials to every department.Egleston stated that this effort is led more by Jennings but it is supported by council.
