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Does customer service really exist in the fire service anymore? Mark Greatorex examines shortcomings at some recent EMS runs in his department and suggests how to improve customer relations.
In March and April of LAST year, many communities in New England experienced flooding at historic levels. During this crisis, the Warwick (RI) Fire Department responded to water rescues in addition to regular fire, motor vehicle accident, and emergency medical calls.
FIRST ESPOUSED BY CHIEF (Ret.) Alan Brunacini of the Phoenix (AZ) Fire Department, customer service was introduced as a means to take care of Mrs. Smith, the legendary face of the public we serve.
Career and volunteer de- partments often complain that they lack the time and resources needed to provide effective public education and customer service to the community.
It wasn't too long ago that I thought that all of the customer service pushing and shoving going on was not something in which I was interested as a firefighter.
This article is based on my applied research project submitted to the National Fire Academy (NFA) as part of the Executive Fire Officer Program, December 1996.