In recent times, significant shifts in the demand for fire services have occurred; in addition expectations of elected officials and the general public have increased. Fire service organizations must to be positioned to address these challenges by exceeding customer expectations in the future in order to sustain their organizations.
This course addresses customer service from the point of view of the Fire Service Agency. It will cover the skills and knowledge necessary for fire service staff at all levels of the organization to understand methods and gain ownership for exceeding their customer’s expectations.
Objectives –
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Explain why customer service must become a core value of a fire service organization.
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Identify key customer service measurements for a fire service organization.
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Describe methods to collect customer service data.
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Describe methods to analyze customer service data.
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Identify key components of a customer service strategy for a fire service organization.
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Identify methods to execute a customer service strategy.
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Review data to determine if a customer service strategy is working.
Early Registration: $175 (ends 8 weeks prior to start date)
Regular Registration: $195 (ends 3 weeks prior to start date)
Late Registration: $240
WORKSHOP LOCATION:
Pasadena Conference Center
300 East Green St.
Pasadena, CA 91101
AIRPORT LOCATION:
Burbank-Bob Hope Airport
HOST RECOMMENDED HOTEL INFORMATION:
303 East Cordova St.
Pasadena Hilton (2 blocks)
168 South Los Robles
HOST AGENCY CONTACT INFORMATION:
Pasadena Fire Department
1360 East Del Mar Blvd.
Pasadena, CA 91101
Primary Contact:
Battalion Chief Anthony Bagan
(O) 626-744-4655
(C) 323-333-5408
Secondary Contact:
Captain Art Dominguez
(O) 626-564-8367
(C) 562-712-2502
Information can also be obtained by contacting the Cynde Singer at csinger@cpse.org.
Registration for this event is closed.