In the fire service, it is not uncommon to come across challenging customers. This can be anything from people who are uncooperative during an emergency to those who make baseless complaints against the department. While it is essential to provide good customer service, there are times when firefighters need to take a step back and prioritize their safety and well-being. It is critical to conduct descriptive research based on the challenging customers, reasons why customers may be challenging, and ways to cope with challenging customers concerning fire and emergency services.
According to Shokouhi et al. (2019), human conduct is the most crucial factor in a building’s residents’ safety during a fire. Some challenging customers about the fire and emergency services may be those who are uncooperative or resistant to evacuation during an emergency, continuously make false alarms or are verbally abusive or violent towards firefighters or other emergency personnel. Others may be those constantly asking for assistance with non-emergency issues or those who are challenging to communicate with due to language barriers.
Fischer-Pressler et al. (2021) research show that customers may be challenged concerning fire and emergency services. One reason is that they may be in a panic due to the emergency. Another reason is that they may not be familiar with the procedures or be unable to follow instructions due to the stress of the situation. Additionally, some customers may be uncooperative or hostile due to the fear and anxiety of an emergency.
There are several ways to cope with challenging customers concerning fire and emergency services. First, listening to the customer and trying to understand their concerns. This means going above and beyond what is expected to ensure that the customer is happy and satisfied. This involves taking the time to listen to their concerns and address them appropriately. For example, a customer may be concerned about the response time to an incident. By listening to the customer and trying to understand their concerns, the fire and emergency services can reassure the customer that they are doing everything possible to attend to the incident as quickly as possible.
Additionally, being patient and understanding by explaining the situation and the options available to the customer. It is important to remember that not all customers will be familiar with the fire and emergency services and may not understand what is being done to respond to the incident. This can be frustrating, but it is essential to remain patient and try to explain things in a way they will understand. For example, a customer may be concerned about the cost of emergency service. By explaining the situation and the options available to the customer, the fire and emergency services can reassure them that they are doing everything possible to keep costs down.
According to Wallace (2021), agreeing on a strategic plan acceptable to both parties is essential. This may mean discussing the situation with the customer and agreeing on the best way to proceed. For example, a customer may be concerned about the safety of an incident. By agreeing on a course of action that is acceptable to both parties, the fire and emergency services can reassure the customer that they are taking all necessary precautions to ensure the safety of everyone involved.
Lastly, keeping the customer informed of progress helps cope with challenging clients in the fire and emergency service. This can involve providing updates on the situation, letting them know what is being done to resolve the issue, and providing information on potential risks. This can help to reduce the level of stress and anxiety the customer is feeling and can also help to build trust and confidence in the fire and emergency services. For example, a customer may be concerned about the progress of an incident. By keeping the customer informed of progress, the fire and emergency services can reassure them that the incident is being managed and they are aware of their concern.
Customers who are challenging can be difficult and frustrating to deal with. However, several methods can be used to cope with challenging customers. These include listening, remaining calm, apologizing, and offering a solution. Using these methods makes it possible to diffuse the situation and ensure that the customer is satisfied.
Fischer-Pressler, D., Bonaretti, D., & Fischbach, K. (2021). Understanding Failures of Emergency Warning Systems from a Representation Perspective: A Case Study from Germany. In Proceedings of the ICIS.
Shokouhi, M., Nasiriani, K., Khankeh, H., Fallahzadeh, H., & Khorasani-Zavareh, D. (2019). Exploring barriers and challenges in protecting residential fire-related injuries: a qualitative study. Journal of Injury and Violence Research, 11(1). https://doi.org/10.5249/jivr.v11i1.1059
Wallace, M. (2021). Fire department strategic planning: Creating future excellence. Fire Engineering Books