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Center for Curriculum and Transfer Articulation
Customer Service in the Public Sector
Course: FSC215

First Term: 2000 Fall
Lecture   3 Credit(s)   3 Period(s)   3 Load  
Course Type: Occupational
Load Formula: S


Description: Examines the personal and practical skills needed to enhance customer service in the public sector with an emphasis on application, basic management requirements, and training



MCCCD Official Course Competencies
1. Define the parameters of quality customer service and the attitudes, knowledge, and skills needed to create and maintain a quality customer service organizations in fire and emergency services. (I, II, IV)
2. Assess personal attitude, knowledge, and abilities in relationship to those needed in a quality customer service organization in fire and emergency services. (II, V)
3. Describe various management tools and surveys utilized in the public sector to collect customer data and information concerning service in fire and emergency services. (III)
4. Describe ways to create and improve customer satisfaction through measurement, training, and orientation in fire and emergency services. (III, IV, V)
5. Explain the importance of customer service training and various training methods utilized in the customer service organizations in fire and emergency services. (IV)
6. Describe and demonstrate basic and specific customer service skills an employee of a public organization should possess in fire and emergency services. (V)
7. Describe recognition and reward programs that enhance quality customer service in fire and emergency services. (VI)
8. Identify and describe recognized quality service organizations in the public and private sector in fire and emergency services. (VII)
 
MCCCD Official Course Outline
I. Organizational Culture and Customer Service in Fire and Emergency Services
   A. Establishment of a team to establish customer service guidelines
      1. Long-term
      2. Cross-section of organization
      3. Organizational support
   B. Action to change service delivery
   C. Importance of mission
   D. Strategic Plan
   E. Financial support
II. Customer Service Attitude in Fire and Emergency Services
   A. Hiring the right people
   B. Customer service attitude
   C. How does the organization perceive itself currently and in the future
   D. Emphasis on customer service in the public arena
   E. The cost of poor customer service to an organization
III. Data Collection in Fire and Emergency Services
   A. Population being served
      1. Internal customers
      2. External customers
   B. Customer needs
   C. Data collection
   D. Who collects and analyzes data
   E. How is the data dispersed in the organization
   F. Response to customer concerns and issues
IV. Training and Aptitude in Fire and Emergency Services
   A. Teach it until it becomes internalized
   B. Development of training
   C. Ways to introduce and train organization about customer service
   D. Training for levels in the organization
   E. On-going training
V. The Customer-Oriented Employee in Fire and Emergency Services
   A. Attitude
      1. Toward self
      2. Toward co-workers
      3. Toward organization
      4. Toward the public (customer)
   B. Customer service basics
      1. Projecting a positive attitude and professional image
      2. Beliefs and attitudes
      3. Appearance
      4. Communication skills
VI. Recognizing and Rewarding Quality Customer Service in Fire and Emergency Services
   A. Existing recognition systems
   B. Organizational attitude
   C. Different recognition systems
   D. Cost of recognition and reward systems
VII. Quality Service Organizations in Fire and Emergency Services
   A. Private
   B. Public
 
MCCCD Governing Board Approval Date:  3/28/2000

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.