BY ALAN BRUNACINI
IN RECENT COLUMNS, WE HAVE been discussing some of the pieces and parts that make up how we deliver service to our customers. We have covered the four basic behaviors (respect/kindness/patience/consideration) that add up to being nice. It is always useful to examine the various behavioral components that add up to producing an effective service delivery system. Consistently being nice is the result of our engaging in the four behaviors. When these behaviors are effectively extended to a customer, they become as operational as any other system we use to deliver service. In fact, when we add customer care to other tactical functions like rescue, fire control, and property conservation (and really anything else we do), we greatly enhance how the internal or the external people receiving our service feel and remember what we did for them.
A set of standard parts constitutes being fit for duty. Understanding the details and dynamics of biologic, cognitive, emotional, and social fitness creates a balanced approach to dealing with the physical and mental components of tactically resolving the incident while providing a service that connects to the personal part of what the customer is going through emotionally. Supporting these four capabilities becomes a major organizational responsibility and function-simply, bosses on every level must continually evaluate how effectively those standard categories of customer support are actually being extended.
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