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Customer Service It has been said that the only "product" the fire service has to offer is Customer Service. Effective customer service, delivered in a safe and courteous fashion, is the final outcome of all other department functions and activities. Quite simply, the delivery of our services is our one chance to make or break What has (likely) already become the Worst day our customer has ever experienced. Our service delivery encompasses our attitude toward customers, the quality of our Work on the incident scene, attention to details (where feasible) that can minimize losses, and the tools we use. Measurement of the effectiveness of our service delivery system is important, too, so that changes can be made to our procedures when warranted. Objectives Deliver service that meets or exceeds customer expectations by: • Fostering a service mindset among all employees; • Treating all of our customers with dignity; • Conducting operations in a courteous, safe, and professional manner; • Practicing effective loss control (i.e., salvage and overhaul) measures; • Investing in reliable communication, investigation, and cleanup equipment; and, • Measuring of customer satisfaction. Action Plan AP 4.2 Customer service training will be offered to all fire department members. PRIORITY 4 AP 4.3 Create a Customer Service survey for post-incident follow -up and review the surveys on a regular basis for the purpose of improving performance. PRIORITY 2. AP 4.4 Have an supervisor performs a Customer Service follow -up interview with affected party or parties within three or four weeks of each major incident. PRIORITY 2. Response times The Roseville Fire Department shall use performance benchmarking tools of the National Fire Protection Association standards 1710 and 1720, which stipulates the response time requirements based on staffing levels. Since the fire department has both "on- duty" firefighters and "callback" firefighter, portions of both standards apply. These tools help the fire department evaluate the efficiency and effectiveness of emergency services provided to the citizens of Roseville. The department's ability to identify, measure, and meet established performance benchmarks will enhance the personal safety of our fire fighters and improve the chances of survival for victims as well as reduce property damage. RFD Standard 100.03 has been previously developed. This standard establishes performance benchmarks against which the department will measure its effectiveness to provide quality 34