CED evaluation form (Taser 7 only), submit to relevant parties as indicated on the form. Complete use of force reporting in accordance with force policy.

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All occasions in which a CED is discharged (not drawn, aimed, arced or laser dotted) in Scotland should be referred to the relevant professional standards department (PSD) and then PIRC, who will review and then consider if an investigation is required.

The visual effect of the laser sight being directed at an individual may also have a deterrent effect. Officers should be aware that pointing or arcing a CED at an individual may represent a use of force.

CEDs for uniform overt use are yellow in colour and will be carried only on the wearer’s non-dominant side to avoid any confusion over the choice of weapon, and to avoid any public misconception of the nature of the type of weapon being carried.

When a CED is to be carried in a holster, it is important that any retention mechanisms, and lanyards (where issued), are fitted properly and are in working order.

A CED is a less lethal weapon system designed to temporarily incapacitate a subject through use of an electrical current that temporarily interferes with the body’s neuromuscular system and produces a sensation of intense pain.

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CEDs are classified by the National Less Lethal Weapons Working Group as ‘work-related equipment’ (in the same way as firearms) and not as personal safety equipment (e.g. batons and irritant spray).

CEDs will only be issued to STOs who have successfully completed training in the use of the device in accordance with the relevant national curriculum, and who remain currently competent.

Protection is provided to officers who use the CED and to those on whom it is used, as the data is recorded by the device on each occasion that it is discharged.

We consistently deliver best-in-class customer service practices with finesse, ensuring that every interaction reflects our commitment to excellence.

The Faculty of Forensic and Legal Medicine provides guidance on the clinical effects of TASER® and managing those subjected to TASER® discharge, as well as information for GPs and hospital clinicians to use as appropriate.

Moreover, it’ll demonstrate that the brand holds empathy for its customers, listens to them, and moves forward in their favor only. Simultaneously, the anger will go down, and your customer service agent can promptly process further.

The Taser 7 has two cartridge types, close quarter and standoff. Recognising that most deployments occur at close range, logically most officers should load with close quarter cartridges for routine patrol and response use. However, based on knowledge of their specific role and deployment they may vary this as appropriate.

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Use in probe mode, with sufficient probe spread on the subject, predominately relies on physiological effects, other than pain alone, to achieve this effect.

In the case of the Taser X26, the five-second cycle is initiated by momentary pressure on the trigger. However, if pressure is maintained on the trigger the device will discharge until the trigger is released.

Using positive language is going to take you way ahead in handling all kinds of tense situations. You always need to ensure your customers that there’s always a way to resolve their issues. Mainly, you need to maintain their hope and reassure them until they reach a calming point.

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Once the probes have been removed, they must be secured as evidence and any injury or damage should be noted. Probes removed from the body should be considered as a biohazard. Suitable evidential containers need to be readily available for the removed probes, which must then be examined to ensure they are complete. Incomplete probes may indicate that part of the probe has remained in the subject. Medical professionals should be advised if this is the case.

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Operational use is reviewed at regular intervals by Dstl and SACMILL on behalf of the NLLW WG. The College of Policing contribute to this process to ensure that emerging issues are properly reflected in training and operational guidance.

Mirroring involves subtly reflecting the customer’s body language, tone of voice, and emotions to establish rapport. However, it’s essential to do so authentically and respectfully. Avoid overdoing it or mimicking the customer too closely, as it may come across as disingenuous. Instead, focus on creating a genuine connection by acknowledging and empathizing with their emotions while maintaining your professionalism.

The CED’s internal data logging system means the details of all activations can be downloaded or accessed via a computer. Taser X26 and X2 CEDs should be data downloaded and a full function check conducted at least every eight weeks by a competent person (such as a technician or downloader).

The purpose of the CEDSTRA is to establish the operational requirements for STO capacity within the applicable force or region. The CEDSTRA will inform decisions to be made with regard to the appropriate:

Scenario based training in the use of CEDs is conducted in a way that emphasises the precautions and considerations relevant to the risk factors above.

Checks that a CED is operating to the manufacturer’s specification can be conducted by Dstl if there is, or is suspected to be:

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Lastly, you should invest in comprehensive de-escalation training for your customer service representatives. Equip them with the skills and knowledge they need to handle difficult situations effectively. You can include role-playing exercises, scenario-based training, and ongoing coaching and feedback modules in the training.

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But, make sure not to mimic too closely, as it can cause insincerity and have a negative impact on your organization. To prepare for this, always choose de-escalation phrases for call center services.

The minimum contact time for initial training is 18 hours. There will follow a minimum 6 hours per annum of refresher training. Annual refresher packages are strictly controlled to ensure that users receive the relevant updates and training. Officers can be authorised for no longer than 12 months from the date of their last period of CED training and assessment.

Some models of CED can be configured in different ways by altering the device’s settings. Not all settings are authorised for use in the UK. Only authorised device settings should be used.

Further, the supervisor can manage the customer and provide them with a quick and reliable resolution. As a result, customer satisfaction will increase along with the higher probability of future purchases.

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Regardless of the customer’s behavior, all your customer service agents need to remain calm. They need to ensure zero profanity and no misbehavior with any of the customers. It’s essential that agents learn all these things in their training, as it’ll help them to adapt faster.

All police forces and police and crime commissioners have a responsibility to monitor use of CED, together with the nature and volume of complaints received and, where necessary, to take appropriate action. The national arrangements for referral of CED use and complaints is set out as follows.

CEDs are classified as ‘prohibited weapons’ by virtue of section 5 of the Firearms Act 1968. Police officers, while acting in their capacity as such, are exempt from the requirements of the legislation and do not need any additional legal authority to possess CEDs.

The IOPC have stated that the police use of CED is an area of considerable public interest and concern and that they and other IIA organisations will continue to monitor and maintain oversight of its use, and share learning arising from any cases that they are involved with.

CEDs will be carried in a clip, holster or carriage system, in accordance with the user’s training, so as to avoid any confusion over the selection and use of lethal and less lethal weapons. CEDs may be other colours commensurate with covert carriage.

A specially trained officer (STO) is a police officer who has been selected, trained, accredited and authorised by their chief officer to carry a CED operationally.

In order to avoid any confusion over the choice of weapon, and to avoid any public misconception of the nature of the type of weapon being carried, CEDs for uniform and/or overt use should:

Loss of posture and resulting falls could result in head injury, either from the subject’s head hitting the ground or from collision with nearby rigid objects (for example tables, chairs or walls). The fall may result in secondary injuries or being exposed to other risks. There may be further risk if the subject falls while in possession of a bladed weapon or other sharp object.

The Taser X2 and Taser 7 may be used to achieve incapacitation in ‘three point contact’ mode (one probe and two contacts).

By incorporating the following techniques, you will get to know how to de-escalate an angry customer. Additionally, you can take all the factors into consideration to practice de-escalating conversations for customer service.

As with any repeated use of force, officers should recognise the risk factors  associated with repeated or extended cycles.

Each model of CED is subject to specific modules of learning. Training records and the authorisation of officers to carry CEDs should clearly identify which device they are authorised and competent to carry.

Using specific proprietary software, the relevant data can be downloaded from a Taser X26 or X2 to a computer via the dataport. In the case of the Taser 7, the data is automatically downloaded upon docking the battery for recharging. See dataport auditing.

CEDs are fitted with torches or laser sights. Officers should consider the effects of their use during any contact with a subject.

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Incidents where subjects are already contained or restrained may be subject to closer scrutiny or interest. Any medical risk may be increased the longer or more often the device is discharged.

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Including wires and probes complete, which may show range at which it has been used. Not to be spooled. Break wires, two to three inches from the probes, to preserve forensic integrity for future examination if required. Package probes in a suitable container.

CEDs should not be stored alongside pyrotechnics, ammunition, specialist munitions or flammable products. Chief officers should ensure that there is provision for storing CEDs as section 5 Firearms Act 1968 prohibited weapons.

Probes that have penetrated the skin should normally be removed by a medical professional at the scene, at a hospital or in the custody suite. This is principally because of the:

In such situations, it’s essential to remain calm and composed. Politely but firmly set clear boundaries, letting the customer know that their behavior is unacceptable. Offer to assist them further once they’re ready to communicate respectfully. If the situation escalates, seek supervisor support for assistance.

In order to consider the safety of other people, officers should communicate that they are using a CED by clearly stating ‘Taser, Taser’, indicating that it is being discharged. However, there may be specific reasons why this warning may be clearly inappropriate or unnecessary in the circumstances.

Further advice and support can be obtained from the Less Lethal Weapons secretariat in relation to the serviceability of CEDs.

A use of force form should be completed as soon as practicable on every occasion where a CED is used. Forms should be submitted as indicated on the form.

Standard operating procedures (SOPs) should identify the default cartridge by role but give officers sufficient tactical flexibility to vary this when required.

At the earliest opportunity following arrival at the custody suite, a detainee who has been subjected to a CED discharge should be given an appropriate information leaflet describing the CED, its mode of operation and effects. This leaflet should be fully explained.

For continuous customer misbehaviors, you should consider creating custom de-escalating conversations for customer service.

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The bespoke form should be completed as soon as possible, but in any case, within 24 hours of use. Completed forms should be submitted to the National Less Lethal Weapons Secretariat.

CEDs should be carried in a holster, clip, or carriage system. Police forces or agencies should evaluate such systems and ensure they are fit for purpose for the role undertaken. Holsters and carriage systems used by the police service should be suitable for the task and the environment in which the CED is being carried. The holster should:

Taser discharges will now only be subject to a full investigation in cases where the Police Ombudsman is of the view that an investigation is required in the public interest.

In the case of the Taser X2 and Taser 7 (also referred to as T7), as configured for the UK, the five-second cycle is automatically terminated, regardless of whether continuous pressure is maintained on the trigger. Additional action is required from the officer to extend the cycle beyond the default five-seconds.

The effective range at which it is likely that the two barbs will attach themselves to the subject may be a lesser distance.

The CED SPOC is required to clarify any information on the form and disseminate any updates and learning to staff in their own force.

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Only specific CED batteries and cartridges are authorised for use in the UK, as per the systems approach and Code of Practice. No other non-authorised CEDs, batteries or cartridges can be used for operational use and/or training. The authorised CEDs, batteries and cartridges must not be modified or altered in any way, unless it is a recognised method or specification, for example firmware updates, alteration of settings to the authorised specification, attaching labels in an approved fashion.

Additionally, for empathizing purposes, you can avail of de-escalation script call center services. It’ll help your support agents with exact sentences that will calm down the customers. Some of the script examples are as follows:

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Where local good practice has been identified, or where enhancements to (or issues with) CED training have been identified, this should be communicated to the College of Policing so that good practice identified at a local level may be assessed and, where appropriate, cascaded nationally and incorporated into any revised training.

Incident detail to show scene, weapons involved or available to subject, identification discs and officer locations, injuries to officer and subject, probe locations. The intention is to show as much of the incident in photographic or video detail as possible.

In fine words, de-escalation gets considered as an approach, which helps to reduce aggression and tension in a situation. Now, the situation here can be anywhere and anything. For instance, there may be tension between two persons, businesses, or between a customer and a brand. When it comes to de-escalation, every other firm utilizes it, including mental health facilities, law enforcement departments, and especially call centers.

In addition, the main goal of de-escalation in customer service is to resolve the issue at the first interaction only. It means, your customer service providers prevent a situation from getting escalated to a superior by providing a peaceful resolution. Moreover, this approach comes in handy when you deal with customers with complaints, grievances, and long waiting hours at customer service.

CEDs have an internal data logging system that, depending on the model, records various parameters of use. This can be summarised as follows.

It is recommended that forces have an appropriate ‘post use pack’ readily available, that contains the above items for evidential recovery, along with PPE (gloves) and antiseptic wipes for probe removal, an aide memoire in relation to post use (including the evaluation checklist below), CED information leaflets, and for Taser 7, the cartridge shipping cover to aid probe removal. The T7 cartridge shipping cover, if it has been used to remove probes that have penetrated the body, should also be treated as a biohazard.

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In other countries, confusion over weapon selection in a dynamic situation has led to death and serious injury from mistaken use of conventional firearms.

Not each time a L1, L2, or L3 support representative can solve the customer issues. There are numerous situations when instant approvals and higher authorization are required. For such cases, you need to configure a seamless way for agents to reach the supervisor.

The information obtained is for medical, training and scientific purposes. The requirement for these additional bespoke forms is regularly reviewed as operational data is acquired. Once sufficient information has been captured, the requirement for the collection of the extra data will be removed.

Downloaded data needs to be retained in such a manner to provide a secure and credible audit trail of the activations from each CED. The information should be reviewed to allow for fault analysis and timely indications of improper or unaccounted use.

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Close coordination and detailed planning between organisations is fundamental to successful multi-agency operations   and should normally be agreed at strategic command (gold) level or its equivalent level of management in the organisation concerned.

The maximum range of the device is determined by the length of the wires that carry the current and attach the probes to the weapon. For each device it is currently as follows:

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CEDs are primarily designed to be laser-sighted and use cartridges attached to a cartridge bay located at the front of the device. When the trigger is activated the cartridges eject a pair of probes attached to insulated wires. This mode of use is termed ‘probe mode’. When the two probes make contact with the subject, the device delivers an electrical discharge that lasts for five seconds. This cycle can be stopped, extended or repeated.

The CED single point of contact (SPOC) is responsible for reviewing, collating and recording all Taser 7 CED evaluation forms.

In the best interests and wellbeing of the subject, or in the event of operational necessity, police officers trained in probe removal, minimum standards for forensic recovery and the associated risks, may carry out this procedure. Probes in particularly vulnerable areas (for example the eyes, head, neck or genitalia) should always be removed by medical professionals only, ideally in a hospital setting. If the officer considers there to be any additional risks associated with the removal of a probe, the matter should be referred to a medical professional.

Forces should consider the availability of evidence collection equipment, including cameras/body worn video and appropriate packaging. In the case of the Taser 7 the cartridge shipping cover is designed to aid probe removal  and should be readily available.

In the case of the Taser 7 the cartridge shipping cover is designed to aid probe removal. Forces should ensure that the cartridge shipping cover is available to medical professionals to aid probe removal, should they require it. This includes where probe removal may occur in a hospital setting.

If you need additional time to resolve a customer issue, ask them to follow up. However, you should provide them with a defined time to ensure that they will hear back from you. And, if possible, make the time period as short as possible.

In the case of the Taser 7 the data is automatically downloaded and any faults reported on docking the battery for recharging. The battery should be docked when required or every 30 days whichever comes sooner. Given this remote downloading and monitoring a Taser 7 should be inspected and a full function check conducted at least every 24 weeks by a competent person (i.e. technician or downloader).

Further, when you will remain calm, it will positively impact the customers. They will also try to converse in a calming manner that will make the interaction seamless for both parties.

As soon as practicable after arrival at the custody suite, all arrested persons who have been subjected to CED discharge must be examined by a specially trained healthcare professional (HCP) working in General Forensic Medicine. For standards for relevant HCPs see APP detention and custody, medical assessment.

The CED single point of contact (SPOC) is responsible for ensuring that processes are in place for the review of Taser use.

In these circumstances everyone involved must understand who is in command of each part of the operation. Command protocols may be a useful means of clarifying this.

Furthermore, when you implement de-escalation, you start to improve your customer satisfaction and retention rate. Also, according to Salesforce Research, 88% of customers say good customer service makes them more likely to purchase again. However, to make de-escalation work, you need to understand its core techniques.

They should give sufficient time for the warning to be heeded, unless to do so would unduly place any person at risk, or would be clearly inappropriate or pointless in the circumstances of the incident.

English and Welsh police forces are not required to refer all non-mandatory CED-related complaints to the IOPC. However, following high-profile CED cases, or where there are exceptional circumstances, forces should strongly consider referring the matter to the IIA voluntarily.

Forces should have procedures in relation to the maintenance and inspection of CEDs and cartridges. This should be documented in a standard operating procedure (SOP) that articulates the following:

The carriage of a CED does not, in itself, constitute a use of force. However, when a CED is ‘used’ the officer in possession is both legally and organisationally accountable.

Taser should only be used as a proportionate response to an identified threat. It should not be used to simply gain compliance with instructions or procedures where compliance is not linked to such a threat, or where a threat has been reduced to such an extent that Taser use would no longer be proportionate.

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It is not practicable or possible to provide a definitive list of circumstances where a CED would be appropriate. The information and intelligence informing the decision to deploy an officer with a CED is significantly lower than that required to inform its use. A direction to deploy an officer with a CED to an incident should not be seen as an instruction to use the device, this remains a decision for the individual officer for which they remain accountable.

Where serious injury or death has occurred and a less lethal weapon has been used, Scientific Advisory Committee on the Medical Implications of Less-Lethal Weapons (SACMILL) must be advised. This referral should be carried out by the force or agency’s Professional Standards Department via email to: [email protected].

Additionally, completion of a separate bespoke form is required after the introduction into service of any new device. Currently, forms are required for all types of use of the Taser 7.

The expected reaction of a person exposed to CED discharge in probe mode is loss of some voluntary muscle control accompanied by involuntary muscle contractions. During the discharge the subject may:

The term ‘deployed’ means that an officer has been tasked to an incident by a supervisor trained in the use of the National Decision Model (NDM).

How you handle these interactions can make or break customer relationships and impact your company’s reputation. This is where mastering de-escalation techniques becomes invaluable.

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A genuine apology involves acknowledging the customer’s feelings and taking responsibility for any inconvenience caused. Use empathetic language and avoid making excuses. Express regret for the customer’s experience and assure them of your commitment to finding a solution and preventing similar issues in the future.

Additionally, you should offer feasible solutions, to make a win-win situation. But, remember to remain under policies to maintain decorum. Also, to ensure all the above requirements get aligned, you should consider availing of customer service outsourcing.

STOs should carry out appropriate function checks in accordance with their training whenever the weapon is issued, to ensure that the device is working correctly.

If you are someone who handles customers regularly, you would have come across all types of people. At times, handling them can be difficult. Every now and then, you might come across customers who are upset, frustrated, or downright angry.

If both probes attach to the subject’s skin or clothing correctly with sufficient spread, the effects are likely to be almost instantaneous. The muscle incapacitating effect is only likely to last while the electrical charge is being delivered. The subject may recover immediately afterwards and could continue with their previous behaviour. An incapacitated subject must therefore be controlled quickly and effectively.

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In any situation where a CED is discharged, appropriate post-use procedures should be implemented depending on the nature of the injury or harm caused. Every use will warrant, where possible, consideration of minimum standard forensic retrieval.

Police forces formally record all uses of force and submit data in accordance with the Home Office Annual Data Requirement (ADR). This requires every officer to locally record all required information whenever they use force. This includes all CED use.

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In such cases, focus on offering alternative solutions that address the customer’s underlying needs or concerns. Brainstorm options together, considering factors such as company policies, resources, and constraints. Clearly explain the reasons behind the limitations while reassuring the customer of your willingness to help within those boundaries.

In the UK, the vast majority of times a CED is ‘used’ does not involve delivery of electrical discharge to a subject. When a discharge is required to be delivered, in most cases this is done by firing probes at the subject. To be effective in probe mode:

Mirroring doesn’t mean mimicking the customer. You only have to reflect the tone of voice and motions in a subtle way. The main aim of this technique is to make customers understand that their behavior is not good and someone in front is also a sensible person. In addition, the service agents should not handle any vulgarity or similar things from the customers.

You should make offering solutions a priority during the de-escalation of customer service. For this, you need to make sure of the following factors:

When a customer reaches your customer support with an issue, complaint, or query, you should always listen to them first. It’ll help you understand the feelings of the customer and will also improve your further interaction. In addition, when you listen, it’ll calm the customer to some extent.

It’s not always a situation where the customer complies with your behavior. If you have tried enough and the customer still misbehaves or uses aggressive language, then it’s time to set clear boundaries. However, you need to maintain your professionalism while telling the customer to behave properly, as you are there to help only.

Two or three discs to confirm cartridge serial number. These are projected randomly in probe mode and will not show trajectory.

Similarly, if the subject is found to have any other pre-existing medical condition that could be considered to increase their risk of a serious adverse medical event, immediate referral to a hospital should be considered.

Where SPOCs identify operational learning that may be of value to others, contact should be made with the College of Policing in order that it may be evaluated and, where appropriate, disseminated and/or incorporated into the CED training curriculum.

CEDs will not be routinely used to police public order or public safety events, but may be used as an option to respond to circumstances within the operation. The use of CED ranges from the physical presence of a drawn device through to the application of electrical discharge to a subject. Even before a CED is drawn, the mere visibility of an overtly carried holstered device may serve a deterrent value.

The duration of the initial discharge and any subsequent discharge must be proportionate, lawful, accountable and absolutely necessary (PLAN).

The CED may be deployed and used as one of a number of tactical options only after application of the NDM. It should be readily available, and once deployed, normal supervision practices will apply.

Forces are required to produce an annual CEDSTRA. The CEDSTRA will be reviewed at least every six months but should be continually monitored and utilised to inform CED capability and capacity in response to local regional and national developments and requirements.

The Taser X26 device may be used to achieve incapacitation in ‘angled drive stun’ mode with a spent cartridge fitted. Where justifiable, ‘direct contact’ mode (directly referred to as drive stun) without a cartridge (or an expended cartridge attached) could be used, but this will only produce localised pain and will not achieve muscular incapacitation.

Where justifiable, ‘direct contact’ (‘drive stun’) mode may be used, but this will not achieve muscular incapacitation. With the Taser X2 and Taser 7, ‘direct contact’ can be achieved with the unused cartridges on, off or after one or both have been expended.

The PSNI continues to notify the Police Ombudsman’s Office about all firearms discharges, including Tasers. However, rather than automatically initiating an investigation, Police Ombudsman staff now conduct preliminary enquiries to assess whether a full investigation is necessary.

All CED users need to have an appreciation of the physical and psychological effects of these devices. All CED users will receive full training and assessment in accordance with the relevant CED training curriculum.

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The cycle can be repeated or extended if the required incapacitation does not appear to take effect and if the further use of force is justified and proportionate in the circumstances. Officers should review other options as there may be technical or physiological reasons why the device is not working as expected on a particular individual (the National Decision Model should be used).

If an officer believes that a person on whom CED discharge has been applied has a cardiac pacemaker, vagus nerve stimulator or other electronic implanted device, immediate referral should be made to hospital.

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Persons subjected to a CED discharge should be examined by an FME. Details of injury and any aftercare needed – for example, as provided to the custody staff – should be available when required.

Sometimes a chief officer agrees to assist another law enforcement agency or other public service agency with an operation that is within their force area, and the appropriate command decision to deploy CED is given.

In certain circumstances it may be appropriate to provide a visual display of the sparking effect of the CED (‘arcing’ or ‘arc display’), which may have a deterrent effect. Unlike the Taser X2 and Taser 7, the Taser X26 must be temporarily unloaded to facilitate this.

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By doing so, you will show the accountability of the situation. Also, your customer will have clarity of their issue getting resolved in the meantime.

The discharge of a CED is intended to mitigate the threat by temporarily incapacitating the individual, not solely to inflict severe pain or unnecessary suffering on another in the performance or purported performance of official duties (see ECHR Article 3).

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All forces and agencies must appoint a CED single point of contact (SPOC) to receive and evaluate all CED evaluation forms prior to them being submitted to relevant parties as indicated on the form.

Conducted energy devices are commonly referred to as Taser. However, police forces should recognise that TASER® is a brand name and registered trade mark for one brand of CED.

When a frustrated and angry customer reaches the support staff, they need someone who can understand their pain point. Especially, they need someone to empathize with their situation. And you need to ensure that your customer support agents appropriately apologize for the inconvenience.

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Forces must refer all cases that meet the mandatory referral criteria for post incident investigations to the relevant Independent Investigative Authority (IIA). This includes the Independent Office for Police Conduct (IOPC), Police Ombudsman for Northern Ireland (PONI) or Police Investigations Review Commission (PIRC) as appropriate to the force or agency concerned.