Customer Service and Organizational Behavior

Customer Service Management

• Company Officers and Command Officers are responsible for providing a work environment that empowers members to operate with exceptional customer service and added value.
• The organization aims to provide a customer-oriented environment where members are responsible for taking care of customers with respect, kindness, patience, and consideration.

Importance of Customer Service

• Providing exceptional customer service with added value saves lives and property, builds positive relationships and trust within the membership and community, and secures adequate resources and benefits.
• It also leads to positive job satisfaction, places the organization in a competitive position, and eliminates bad press, liability, and extra paperwork.

Customer Service Expectations

• Members are expected to respond quickly, skillfully, and positively to every customer, treating them as if they are the most important person being served.
• They should identify and act on opportunities to provide added value, which requires a little extra effort to make the customer feel cared for.
• Added value is achieved when members go beyond standard customer service to create a feeling that the customer is the most important person being served.

Empowerment to Provide Exceptional Customer Service

• Members are empowered to provide exceptional customer service based on their abilities and imagination, as long as it meets certain criteria.
• The criteria include: Is it the right thing for the customer?, Is it the right thing for the department?, Is it legal, ethical, and nice?, Is it safe?, Is it on your organizational level?, Is it something you are willing to be accountable for?, and Is it consistent with the department's values and policies?

Creating a Positive Public Image

• Members are expected to create and sustain a positive public image by following standard operating procedures, being professional at all times, and giving customers their undivided attention.

Definition of Customer

• The customer is defined as anyone who receives the organization's services and anyone with whom the members have dealings, including service recipients, their family and friends, and people encountered during the workday.

Customer Service Goals

• The organization's mission and number one priority is to deliver the best customer service possible, with every interaction being an opportunity to solve the customer's problem and leave a positive, lasting impression.