Posted: August 11th, 2023

Due 8/10 | Criminal homework help

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According to (Cronkhite, 2013), “the moment of truth” refers to the first interactions between a customer and a company or its representatives, such as employees or service providers. Jan Carlzon published “The Moment of Truth” in 1987, about his experiences taking over a struggling Scandinavia Airlines and focusing on making a positive first encounter for both customers and employees (Gustafson, 2002). It’s equivalent to saying that your first impression is everything so make it a good one.

The actions, decisions, and communication of both parties in a law enforcement moment of truth incident can determine whether an interaction escalates or de-escalates, whether it results in understanding of each other, or whether a dispute will ensue. A moment of truth for the public might involve how they comply with police orders, express their worries or inquiries, and control their emotions and reactions when dealing with law enforcement. For Law enforcement officers, it means how they approach the situation and communicate with the citizens they’re dealing with while remaining fair, respectful, and showing empathy, when necessary, while also exercising their authority and enforcing the law of the land.

I would say my first moment of truth was when I was on patrol in Memphis, TN, I was dispatched to a domestic disturbance call. I came across a lady and her young child in distress, with visible bruises on the mother’s face from a fight with her significant other. I immediately took control of the situation, maintaining a calm and reassuring demeanor with her and her child while my partner spoke to the significant other. I asked if she needed medical attention and how long the abuse had been going on to ensure that I cared about what was going on with her. The victims declined medical treatment, claiming that the abuse had been going on for a long time because the suspect suspected her of cheating and couldn’t control his temper. I asked her if she had called the police before, and she said yes, but she didn’t file a report because she felt the police officers on the scene weren’t interested in what she was going through and were judging her.                                                                                                                                Following the conversation with the victims, my partner and I arrested the suspect, transported him to jail, and drove the victim and her child to a secure hotel that the City of Memphis domestic violence family safety center provides for their stay to ensure that they are safe if the perpetrator is released from jail and returns home with revenge. After everything had been said and done, the lady approached my partner and me and thanked us for believing her and being kind throughout the ordeal. When people are in trouble, they don’t want a rude police officer lecturing them on what they should or ought to have done to get away from the situation. They want someone to be able to understand their problems and show empathy at the moment. I believe my upbringing and the police training I received both contributed to the success of this incident because I was taught to treat others the way you would like to be treated. That is something I have always lived by.                                                                                                                    But, I realized that a lot of officers have lost sight of their oath to uphold the Constitution and its laws while protecting and serving the community. That is why it is critical to maintain your demeanor, remain impartial, and show respect in all situations. Because you never know who you will need in the future, and because the person you wronged today may be the same person you ask for help tomorrow. I’m not saying that people don’t push buttons or cross lines, but we always need to act professionally while enforcing the laws while helping those who are unable to help themselves.



Cronkhite, C. L. (2013). Law enforcement and justice administration: Strategies for the 21st century (2nd ed.). Jones & Bartlett Learning.

Gustafson, B. M. (2002, January). A customer-friendly revenue cycle improves patient satisfaction and loyalty. (Patient Financial Services). Healthcare Financial Management, 56(1), 76+.


PAPER#2 Gink

Cronkhite (2013) gave an example by discussing the moment of truth to be when someone first makes contact with the criminal justice system based on their experience of “quality of service” (p.73). It was also noted that the first impression is more of a lasting impression when it comes to how someone perceives a company. The first contact is what people will remember for example was the person helpful, and professional, do they fit the image of whatever role they are supposed to within the organization they belong? As far as the current position of the moment of truth when it comes to law enforcement it is defined as a test of the value or mission statement of the agency (Cronkhite, 2013). The law enforcement and civilian interaction has been strained for many years. The officers are trained to walk in with command presence and take control of a situation to ensure the situation does not escalate. The first interaction between the officers and the public does not always come off to the citizen as the officers are there to help or for their protection.

An article mentioned how officers are viewed as overstepping with unconstitutional traffic stops that detain citizens and tactics that have been viewed as unconstitutional (Friedman, 2021). All of the recent very public excessive use of force and the changing laws and allowing prosecution officers are not sure where to stand or if they will have the support of their department. “At the end of the Supreme Court’s 2020 term, the Court had nine qualified immunity cases in the conference—including Baxter v. Bracey—leading many to think that it would take the opportunity to review, rethink, or possibly overturn qualified immunity” (Obasogie, & Zaret 2022 p.413). Throughout my life I have had many interactions with law enforcement officers most of the interactions the officers were stern but professional. One incident that happened later in life, I was extremely grateful I had worked in the prison system for years and had been trained. The officer was very young, and it was apparent that he had not been in law enforcement very long.

The officer was trying to provoke a situation and had I not had the experience I did when the interaction occurred the situation could have gone very differently. The officer even went as far as using obscene language and absolutely puffed his chest up while approaching quickly out of his patrol car. The language continued after the disclosure of the other law enforcement officer that I was with at the time. Though we were both off duty and in a different part of the state it was jaw-dropping to witness his behavior. We attempted to de-escalate the situation with no luck and were even threatened to be taken to jail. At that time, we just let him say what he wanted, and we continued to our hotel room where his supervisor was called, and a formal complaint was conducted. After that interaction, it was no surprise that some of the public would feel they do about law enforcement. The interaction first occurred after the light started to change while we walked across the street on the crosswalk, a questionable minor infraction that could possibly hold a ticket offense at best. 



Cronkhite, C. L. (2013). Law enforcement and justice administration: Strategies for the 21st

               century (2nd ed.).

Friedman, B. (2021). Disaggregating the Policing Function. University of Pennsylvania Law Review, 169(4), 925–999.

Obasogie, O. K., & Zaret, A. (2022). Plainly Incompetent: How Qualified Immunity Became an Exculpatory Doctrine of Police Excessive Force. University of Pennsylvania Law Review, 170(2), 407–485.

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