Page 22 - CSCF Document

… so after listening to their version of the story, I told them, “Look, I don’t think you did
anything wrong. I mean, I wouldn’t tell you to do it differently because obviously, that guy
was just plain difficult.”. I think that our frontline staff needs that kind of support. I needed
him to know that I was on his side. Customers may throw all sorts of accusations against
us. I can’t promise to defend our staff all the time. But if the fact shows that they’re not in
the wrong, I’m prepared to go all the way for them.

– An officer who showed support to his staff for a consistent
approach to difficult cases

… he (supervisor) has won my trust in him. I know that if something happens, he will back
me up for the right reasons, and he is there, my boss is there.

– An officer sharing on how his Reporting Officer aligns
responses to his staff for a consistent approach to difficult cases

We were responding to a feedback from a food stall as they had reported a low water
pressure there. My guys and I handled the poor water pressure issue. But, just when we
were about to leave, the store owner asked me if we could help change the meter for her
as well.

I looked at the dials to see if it was moving and it was. So I told her, “No, it does not need
to be changed. She seemed a little disappointed but I could sense right from the start, she
was trying her luck.

– An officer being assertive and saying “No” when he warrants
there is no merit in the case