What does “Customer Service” mean? How is it different if you are not a hotel, a restaurant, a department store, or a travel agent, airline, or railway company?
We are all familiar with the term where we, as customers, expect (indeed we purchase!) services from these typical “service industries”. But do the principles of customer service apply just as much to other organisations, although perhaps less obviously? Specifically, are there customer service principles which apply in the emergency services, including of course the Fire & Rescue Service?
Below we take a look at the 4 principles of good customer service:
Fire service training
We were fascinated to read in The Times (Friday 22nd February 2013) that Avon Fire & Rescue Service was using Dominic, a 200lb pig, to train its fire fighters in how to handle escaped or trapped animals.
We are preferred suppliers of Management and Leadership Training to the South East Region of the Fire & Rescue Service. And while we have never used a pig in our training programmes, we understand the value of using a live “role-player” in training exercises.
It’s always a wonderful idea to use mock up situations and role-play as tools for learning. Training in practical skills – whether that’s rescuing animals or handling a disciplinary interview – should always simulate the ‘real-life’ situation as closely as possible.