Firefighting

CUSTOMER SERVICE: NARROWING THE GAP BETWEEN CUSTOMER AND PROVIDER

Issue 9 and Volume 151.

CUSTOMER SERVICE: NARROWING THE GAP BETWEEN CUSTOMER AND PROVIDER BY BERNARD J. MACK, JR. This article is based on my applied research project submitted to the National Fire Academy (NFA) as part of the Executive Fire Officer Program, December 1996. While reviewing the results of the Campbell Organizational Survey completed by all departments represented in an NFA Executive Fire Officer Program course, I noted a gap between my department`s score and the scores of the other departments in the area of customer service: It appeared as though the perceptions of those delivering the services were different from those receiving them. When I returned to my department after completing the capstone course in the Executive Fire Officer Program in June 1996, I read the Philadelphia Fire Department`s most current annual report, which was for the year 1994. I read and reread the report, paying particular attention to the mission statement, which…

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