Customer Service is Everyone's Duty

Evans, Bruce
August 2005
Fire Chief;Aug2005, Vol. 49 Issue 8, p34
Trade Publication
The article emphasizes on the importance of customer service for the success of fire departments. It has been viewed that many fire and EMS programs preach customer service. Alan Brunacini's "Essentials of Fire Department Customer Service" has been considered as a mandatory reading for promotional test and entry-level EMS workers. Most departments have customer service statements, but there's no specific delivery depth. An angry customer will tell nine or 10 people. The same person will tell five people if the problem is handled satisfactorily. Some customer service experts say that one-third of the people who have a bad experience will not complain because they see the process as too cumbersome or that management will not take action. Mike Taigman, a noted writer on quality improvement, has identified a phenomenon among some emergency services providers he describes as "a patient must qualify to qualify for assistance from emergency services."


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