Customer Service: Planning to Survive   [open pdf - 453KB]

"A clear, concise and uniform definition of customer service did not exist for the Hill AFB [Air Force Base] Fire & Emergency Service Organization. The purpose of this research was to develop a definition of customer service as it applies to the fire service and to provide other fire executive officers with an insight on improving their level of customer service satisfaction. This study employed a descriptive research methodology. The research questions to be answered are: (1) What is customer service? (2) How does the literature define customer service? (3) Can a fire and emergency services organization employ what has been proven to be effective customer service from the private sector? (4) What is the significance of acknowledging, understanding, maintaining and improving customer service? A survey of fire and emergency services personnel was administered to gauge their perceptions of customer service. A similar survey was administered to gauge their perceptions of customer service. A similar survey was also administered to an equal number of external customers in an attempt to measure their perceptions and opinions, and to determine if there were any major differences between the two groups polled. The results compiled displayed a disparity between what our external customers thought of our level of customer service and what our employees thought of the level service we provided. The recommendation, based upon the literature review, survey, findings, and discussions, were that the organization and the fire service in general, must focus their attention, resources, and action toward a more service oriented delivery."

Public Domain
Retrieved From:
United States. Federal Emergency Management Agency, Learning Resource Center: http://www.lrc.fema.gov/
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