Firstly it is essential within this area that you prioritise the customer and their issue. There are many factors that play into dealing with incidents which are; 
- being able to provide the best resources and information for the customer so that they feel the organisation is providing good practices which, interlinks with police legitimacy 
- always keeping them up to date with various events that have occurred, which is often recommended to be within every 7 days of each call, so that they aren't left in the dark
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