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SUMMARY:Exceeding Customer Expectations\, Bellingham\, WA
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In recent times\, significant shifts in
the demand for fire services have occurred\; in addition expectations of e
lected officials and the general public have increased. \; Fire servic
e organizations must to be positioned to address these challenges by excee
ding customer expectations in the future in order to sustain their organiz
ations.
\n\n
\nThis course addresses customer service
from the point of view of the Fire Service Agency. It will cover the skil
ls and knowledge necessary for fire service staff at all levels of the org
anization to understand methods and gain ownership for exceeding their cus
tomer&rsquo\;s expectations.
\n<
span style="font-family: arial\;">\n
\n \;Objectives
&ndash\;
\n\n
\n\n - \n
 \;&nb
sp\; \; \; \; \; Explain why customer service must become
a core value of a fire service organization.
\n \n
- \n
 \; \; \; \; \; \; Identify k
ey customer service measurements for a fire service organization.
div>\n \n
- \n
 \; \; \; \;&nbs
p\; \; Describe methods to collect customer service data.
\n \n
- \n
 \; \; \; \; \;&
nbsp\; Describe methods to analyze customer service data.
\n
\n
- \n
 \; \; \; \; \; 
\; Identify key components of a customer service strategy for a fire servi
ce organization.
\n \n
- \n
 \;
 \; \; \; \; \; Identify methods to execute a customer
service strategy.
\n \n
- \n
 
\; \; \; \; \; \; Review data to determine if a custom
er service strategy is working.
\n \n\n
\n\n<
span style="line-height: 107%\; font-size: 9pt\; font-family: arial\;">\n<
p style="line-height: normal\;">
\n<
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Early Registration: $175 (ends 8 weeks prior to start date)
\nRegular Registration: $195 (ends 3 weeks prior to start date)
\nLa
te Registration: $240
\n
\n
\nWORKSHOP LOCATION
:
\nWhatcom Unified Emergency Management/OEM
\n3888 Sound Way
\nBellingham\, WA 98226
\n
\nAIRPORT LOCATION:
\nBellingham Internationa
l (BLI)
\n
\nHOST RECOMMENDED HOTEL INFORMATION:
\n
Holiday Inn &\; Suites
\n4260 Mitchell Way
\n<
p style="line-height: normal\;">
HOST AGENCY CONTACT INFORMATION:<
/span>\n
Bellingham Fire Department
\n1800 B
roadway
\nBellingham\, WA 98225
\n\n\n\n
Primary Contact:
\n
\nDana Lyon
\n(O)
360-778-8414
\ndmlyon@cob.org
\n
\nSecondary Contac
t:
\n
\n\n\nKristi Clift
\n(O) 360-778-8413
\nkclift@cob.org
\n
\n\nI
nformation can also be obtained by contacting the Cynde Sin
ger at csinger@cpse.org.
\n
\n
\n
\n
\n
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