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.