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Here’s The Scoop…LBTS-VFD 101 Customer Service… “2 Hats” Must Be Removed…

MAKE “2 HATS” A THING OF THE PAST…

It is time to make some new rules…no commission member may be a public safety provider…in any capacity…it just does not work…it takes the eye off the oversight of the public safety provider…and it derails the focus of Town-wide government business…

Time to put it on the agenda…and stop the insanity that just will not go away…without making it mandatory…

The current “2 Hats” …may have started with the best of intentions…(although they purposely broke their own VFD By-laws from the get-go…see below)…to carry on a “tradition” of service to both…the VFD and LBTS …but a look down agenda minutes-memory lane…from their election in March 2006…shows a disproportionate amount of time …….residents needed for attention to other Town problems were pushed aside for the VFD…and all thing McIntee….

All roads of discontent…of payback….of diversion…of the suffocatingly all- encompassing VFD…lead to McIntee and wife….continuing on….to the present…with the right- in- your -face performances residents will witness as you watch the 11/10/08 Commission meeting replayed on Comcast today at noon or online at the LBTS site…you will not be able to tell if it is 2006…or 2008….sadly…

Not only do we continue to suffer through the tirades…and the purposeful deflections…on the dais….along with the “attacks” against town residents on the “slap” site…the Topix blog entries… it is said they…the McIntees along with pal Silverstone are responsible for contributing to…they stop the process of the Town moving ahead …

While it is undeniably uncomfortable and universally agreed inappropriate for a Vice Mayor’s wife to go to the podium to badmouth her husband’s fellow commissioners…for the “2 hats” VFD-LBTS Commissioners…they are once again breaking their own VFD rules…as they did …knowingly upon taking office in March 2006…2 months after being elected to become Chief and Deputy Chief aware that in their By-laws…Article 2…section 9…’No officers shall hold any publicly elected office in Town.’…

This time…it’s the VFD 101 Customer Service SOPs…

BCbythesea…replace …”Customer”…… with Resident……Commissioner……Mayor…

‘Our customer is defined as any person or group that receives service provided by us

It is our objective to meet the customer’s needs as it pertains to our goal to provide the best fire and rescue service as we can, which means we will seek to identify the “true need”. We will create an atmosphere where the customer is made to feel welcome, valued, listened to, and where we put forth a genuine effort to meet their needs.

Therefore, the following standards are hereby adopted:

We will present ourselves professionally and courteously, through actions and appearance, and acknowledge every customer with undivided attention, including verbal greeting and attentive body language.

We will use active listening skills for the purpose of finding out the customer’s need.

We will exhibit a positive attitude when speaking to people on behalf of our department.

We will keep a customer informed of action to be taken, approximately how long it will take, and follow through with customer inquiries. If we cannot fulfill our commitment in the agree upon time frame, we will let the person know as soon as possible.

We will learn to use the telephone properly, so we may provide good service to every customer.

We will accept the responsibility for the performance of our department and “never pass the buck”, place blame, or give excuses.

We will, when appropriate, apologize on behalf of our department and pledge to do a better job next time.

We will manage our language, emotions and response to others, who may be emotional or distressed, and will not escalate the interaction.

We will always remember that the customer is our primary purpose for existence and therefore we will give them our undivided attention and not act as if they are a disruption or an imposition.

We will talk to our customers in a manner they can understand without using jargon, technical language or acronyms.

We will remember that our primary objective is people, not things, and act and communicate accordingly.

We will return messages by the end of the day or shift, unless there is some emergency reason why we are unable to do so.

So if we are to believe the “2 hats” VFD-Commissioner/Vice Mayor…they are VFD 24/7….and as such…their behavior on the dais…and off with contributing to the “slap”site..the Topix blog…and verbal abuse in town…has them disobeying their own VFD 101 Customer Service By-laws…and as such they should be disciplined by their Chief…and disciplined by their fellow Commissioners….

The best way to stop this…in the future…adopting new rules…no more “2 hats”…on the LBTS Commision…2010…

more to come…

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