Customer service relates to a community feeling safe

  • No School
  • AA 1
  • 9

This preview shows page 7 - 9 out of 9 pages.

Customer service relates to a community feeling safe with the services provided by fire and EMS agencies, and there are many programs that fire and EMS agencies can do to help their community feel safe such as home inspection programs, fire safety inspections, and EMS can hold preventive medicine programs (Smeby, 2014). Allison (2014), in her seminar “ Customer Service During an Emergency and How to “Keep Calm and Carry on” states that the goal is to look after both staff safety and customer safety before an emergency. There are seven parts to the goal: (a) Assess the risk, so a “what if” analysis; (b) Determine what you know and do not know; (c) Uncover procedures that are not documented or defined, update outdated ones; (d) Develop training modules or have meetings to cover procedures on a regular basis; (e) Analyze where staff need additional training, determine skill gaps; (f) Train staff on psychological impacts during emergency situations both before and after so they can recognize them and will know how to react; (g) Plan to debrief staff after an emergency event to provide comfort and support and to discuss what went well or where improvements can be made. Allison (2014) also states safety is a big part of customer service, and when things go wrong that is what a customer will remember and that making preparations for safety will reduce mistakes being made (Allison, 2014). Conclusion Human Resource is the frontline to obtaining the appropriate personnel to hand the various duties in the first and EMS field. They are training to know and understand the various local, state, and national laws when it comes to hiring. Motivating, retaining, and customer service all go hand-in-hand. If a manager does a great job at motivating and retaining his team, only excellent customer service will prevail. A manager will work with his team keeping them well trained, continued education, changing criteria to complete their jobs and will also know his
Image of page 7

Subscribe to view the full document.

SUMMARY OF INCIDENT ACTION PLAN PHASE 2 8 community and can recognize issues as they arise within his department and the community and will take steps to correct the issues. The reward that a manager obtains will be a motivated department to want to do the best job possible and keep the customers happy and feeling safe thereby ensuring the agency’s standing in the community and maintaining the community’s safety.
Image of page 8
SUMMARY OF INCIDENT ACTION PLAN PHASE 2 9 References Allison, E. (2014). Customer service during an emergency and how to “keep calm and carry on” Retrieved from Federal Emergency Management Agency. (2012). Phase 2: Establish incident objectives. In FEMA incident action planning guide (pp. 17-21). Retrieved from ES/MSE/MSE5201/14E/Student/SupplementalContent/Presentations/Incident_action_pla nning_guide_1_26_2012.pdf How to motivate workers in tough times. (n.d.). Retrieved from - tough-times/ Smeby, L. C. (2014). Fire and emergency services administration (2nd ed.). Burlington, MA: Jones & Bartlett Learning.
Image of page 9
  • Fall '19
  • Management, Severe acute respiratory syndrome, Emergency service

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Ask Expert Tutors You can ask 0 bonus questions You can ask 0 questions (0 expire soon) You can ask 0 questions (will expire )
Answers in as fast as 15 minutes