In recognition of National Customer Service Week, celebrated October 6th through 12th, the Santa Monica Police Department outlined its approach to providing quality customer service.

Santa Monica police officials say the department is looking to take its quality of law enforcement services to the next level. In conjunction with the City of Santa Monica’s “We Do the Right Thing Right” program, the Police Department has been developing a formal customer service model and program specifically geared for law enforcement personnel, police said.

The Police Department has developed a customer service model which incorporates seven key elements:

Mission statement;

Needs and wants;



Delivery systems;

Stereotypes; and


The Quality Customer Service program is modeled after “key” elements represented by a specific item on the model, police said.

The department also developed an internal philosophy called the “X Factor,” which police say is a state of mind to make sure service is above and beyond; to eXceed eXpectations, provide eXemplary service, strive for eXcellence and be eXceptional.

All personnel in the department will receive customer service training over the next several months as police enhance efforts to provide the highest quality law enforcement, and customer services to the community.