To cultivate their relationship with citizens, Vaud police officers take hospitality courses

Published on January 8, 2025 at 07:50. / Modified on January 8, 2025 at 07:51.

2 mins. reading

It all started with a traffic ticket. Amended following a disagreement with an agent a few years ago, Reza Etemad-Sajadi now teaches his knowledge to police officers. A specialist in “customer experience”, this professor at the Ecole hôtelière de Lausanne (EHL) has developed training which transposes hospitality practices from the world of hospitality to gendarmerie services. After a first course given to around twenty employees of the Vaud cantonal police at the end of last year, this pilot project should continue in 2025. According to the professor, “the studies carried out in Switzerland show very high confidence in the police, but it remains relevant to cultivate the relationship between agents and citizens.”

For Reza Etemad-Sajadi, “depending on the context, fear of the uniform can be stressful or insecure.” Its training therefore seeks to meet the expectations of citizens through tools developed in the service sector. They are based above all on empathy, a feeling of security, and communication. The specialist summarizes: “It’s about taking into account the profiles of the different interlocutors to offer them a personalized service in each situation.” According to him, these tools can be adapted to all sectors wishing to improve the quality of their services. He notes: “I felt a lot of desire to do well among the Vaudois police officers.”

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