company officer 6th edition chapter 6 customer service concept section
needs, wants, and desires are
dynamic
internal customers
employees and members of the organization
the customer service concept is valuable, because
customers satisfaction indicates how well an organization meets or exceeds expectations of the community it serves.
internal customers are those within the organization. Their wants include:
Fair compensation, position security, safe working environments, dignity that comes from respectful management, sense of belonging; being a man integral part of the organization, reasonable benefits, rewarding experiences, ethical leadership, and appreciation and self-worth.
internal employees, external beneficiaries, and stakeholders are often referred to as
customers by fire and Emergency Services organizations.
Service delivery monitoring
change, feedback, and monitoring
in customer base it is important before it an organization to identify as customers and monitor their changing attitudes. All fire and emergency service organizations have two main types of customers:
internal customers and external customers
external customers
members of the general population within the service area who are beneficiaries of the services provided, and people responsible for providing the majority of the funds.
internal customers should be allowed to
participate in the decision-making process at meetings. This participation empowers them, improving morale and productivity.
information on customers needs, wants, and desires can be gathered through
passive or active means.
active approach
takes the initiative to seek out information on regular basis from internal and external customers and stakeholders. This approach may be accomplished through periodic meetings, surveys, and informal chats or interviews.
passive approach
the organization simply weights for a customer to express a specific need, want, or desire. This approach is inexpensive and takes very little time. The drawback is that this approach is reactive, crisis orientated, and can be biased. When a customer has finally Express an opinion, the problem may already exist and will require an immediate change.
external customers generally want
their lives and property protected from fires and other hazards.