BY ALAN BRUNACINI
我们最近的行为ed an ongoing discussion about fire department customer service. Last month, we described how the combination of core service and added value creates the most complete way we can relate to the situation and the customer. We are typically called to deliver a service that somehow solves a basic fire or medical problem the customer is confronted with. We extend core service to solve that problem. The relationship we have with these basic disruptions in the customer's life is what "gets us in the door."
Once we have responded to and hopefully solved the problem, we then (once we are in the door) have the opportunity to look at the customer's situation and decide if we can do something extra that would facilitate and support getting the customer back to normal or simply more comfortable. Many times, the things we can do are very simple (to us) and quick, but they can make a huge impression on the customer's memory of us. Core service generally solves some physical problems and requires the coordinated effort of the team doing a set of tasks that intervene in the progress of the problem and then eliminate whatever is out of balance. We use standard operating procedure (SOP)-based action to convert out of control to under control.
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