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(b) Determine what you know and do not know; (c) Uncover procedures that are not documented or defined, update outdated ones; (d) Develop training modules or have meetings to cover procedures on a regular basis; (e) Analyze where staff need additional training, determine skill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).ConclusionHuman 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
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SUMMARY OF INCIDENT ACTION PLAN PHASE 28community 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.
SUMMARY OF INCIDENT ACTION PLAN PHASE 29ReferencesAllison, 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_planning_guide_1_26_2012.pdfHow 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.
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