Customer service

   In this edition of the Firewire I would like to touch on a few things I feel are important regarding customer service. Whether you are a member of a volunteer, combination or career department, the citizens we serve have placed their trust in all of us to be trained in how to handle whatever emergency they have called us for. More importantly, the citizens we serve place their trust in us to enter their homes and do everything we can to protect property and on medical calls, citizens provide and entrust us with privileged information about either themself, a spouse, child, or other family member. Without this trust in fire and EMS providers, those we serve would not be so willing to let us into their homes or care for their loved ones. It is up to each of us to remember that not every response is an emergency in our eyes, but it certainly can be an emergency for the person calling for our help. 

   Another important item is customer service and how we interact with the citizens we serve in our communities. So, what is the definition of customer service? It is more than just what Websters dictionary states. For me it is treating each situation independently, personally, and empathetically. It also means doing everything possible to not only meet the customers’ expectations but make every effort to exceed the expectations of service delivery regardless of why the customer called.

   Treating the customer like you would want your family members treated and cared for if they were the ones being provided services by your agency.Is the customer always right? Maybe not but being nice and allowing an upset customer to voice their concerns is sometimes all that needs to happen to defuse an issue. Additionally, treating the customer like we would expect our family to be treated will go a long way.

   Lastly, I want to touch on professionalism. Regardless of what type of fire or EMS department you are providing services for, we should all act professionally on every incident. The citizens we serve deserve our best each time we respond, regardless if the response is an emergency or a non-emergency situation. Taking care of the community should always be our first priority, period, and that should never be questioned. We should never place what may be convenient above what is best for the customer.

   Professionalism is unrelated to department status, whether career or volunteer. With a quick google search you can find plenty of examples of both career and volunteer firefighters being honored for or criticized for their professionalism or lack thereof. Professionalism is simply an example of the level of performance and ethical integrity we place upon ourselves both on and off duty. 

   Until next time, be safe, be nice and train every day. 

Shane Pearson,

KSFFA President