Trade in your item
Get a $14.51
Gift Card.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

Essentials of Fire Department Customer Service Spiral-bound – March 1, 1996

ISBN-13: 978-0879391270 ISBN-10: 0879391278 Edition: 1st

12 New from $33.50 16 Used from $36.98
Amazon Price New from Used from
Spiral-bound
"Please retry"
$33.50 $36.99

Free%20Two-Day%20Shipping%20for%20College%20Students%20with%20Amazon%20Student



NO_CONTENT_IN_FEATURE

Save up to 90% on Textbooks
Rent textbooks, buy textbooks, or get up to 80% back when you sell us your books. Shop Now

Product Details

  • Spiral-bound: 131 pages
  • Publisher: Intl Fire Service Training Assn; 1st edition (March 1996)
  • Language: English
  • ISBN-10: 0879391278
  • ISBN-13: 978-0879391270
  • Product Dimensions: 10.8 x 8.2 x 0.2 inches
  • Shipping Weight: 13.6 ounces
  • Average Customer Review: 4.2 out of 5 stars  See all reviews (13 customer reviews)
  • Amazon Best Sellers Rank: #125,511 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

4.2 out of 5 stars
5 star
10
4 star
0
3 star
1
2 star
0
1 star
2
See all 13 customer reviews
Share your thoughts with other customers

Most Helpful Customer Reviews

13 of 14 people found the following review helpful By A Customer on July 7, 1999
Format: Spiral-bound
Alan Brunacini has put into words what the standard for any fire service organization should be. This book is entertaining, enlighting, and on the mark.
I have been a firefighter for over twenty years and seen firefighters that are truly great, and firefighters that seem to get the job done but have no special spark. I have always tried to figure out "What is the difference between the two?" Chief Brunacini, details the difference. The really great firefighters obviously take that extra effort to do the job right. Alan Brunacini describes how it can be done and has been done. The only problem with the "WOW" service he is talking about is it will take a lot of understanding by management to get to this level. This new standard for the fire service is not for the future, it is NOW.
This book describes a standard of service that every firefighter can understand, can attain, and feel great about. Bravo Bruno.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
11 of 13 people found the following review helpful By A Customer on January 1, 1999
Format: Spiral-bound
Phoenix Fire Chief Brunacini is one of the best-known leaders in the fire service. He has written extensively for magazines and traveled extensively as a speaker at seminars and conferences. His perspective is from more than 40 years in the fire service.
His earlier book, Fire Command, is a popular choice for promotional exams for all levels of fire officer candidates. Fire Department Customer Service switches focus to the customer, personalized as the generic "Mrs. Smith."
Brunacini observes that "in the past we have never very effectively included her in our thoughts, planning, and operations in the special way that makes her our customer. She represents the regular, real live people who call us for help when something burns, or something hurts, or something breaks." Brunacini believes that a lot of her immediate and long-term future depends not only on how fire departments respond to her call for help, but also on how she is treated during this very emotional time for her.
An important reason for this book, he says, is that "I believe she (the customer) should begin to play the central role in both our personal and professional (occupational) mentality and in our organizational service delivery game plan."
He adds that most firefighters have a strong action orientation and a natural inclination to focus more on the hard technical-tactical part of the job, "rather than on the `soft' human stuff.
Keeping a sense of humor throughout, Brunacini says that this manual is the result of "a series of thoughts, ideas, hallucinations, and reflections relating to fire department customer service."
The book's chapters elaborate on the following eight themes:
1.
Read more ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
2 of 2 people found the following review helpful By A Customer on June 6, 1999
Format: Spiral-bound
This book is entertaining and fun to read wih great stories and fun cartoons. The book provides a sound basis for implementing change at every level of the fire service. It helps departments put the "service" back in fire service. I especially enjoyed the way that the book relates to personnel on the street, those that have the customer contact. It shows how everone wins when we provide customer service: the department, the individual firefighters, and the citizens. While the focus is on the service provided by emergency crews, the message can be adapted for other individuals in the fire service, from fire inspectors to administration.This book should be required reading at the academy - maybe the first topic.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
2 of 2 people found the following review helpful By n5ac@swbell.net on November 29, 1998
Format: Spiral-bound
As a relative newcomer to the fire service (volunteer of two years) I was inspired by this book which covers a fire departments' duty to the public. Cheif Brunacini urges firemen and fire departments to go beyond the traditional duty of extenguishing fires to one that recognizes that often there is extra time during and after an incident to go the extra mile to get a "WOW!" recation from "customers" (taxpayers). He also points out the subtleties of increased morale and image of the department with such an approach. This book is very easy reading, laced with lots of good humor, anecdotes and illustrations.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
1 of 1 people found the following review helpful By A Customer on July 30, 1997
Format: Spiral-bound
One of the most innovative voices in the fire service, Chief Brunacini outlines the development of a customer service program that any department can implement.

In addition to being a very valuable text for the fire service of the 90's (and beyond), Essentials of Fire Department Customer Service is a GREAT read; truly hilarious dry humor that frequently skewers traditional thinking in the fire service.

Essentials of Fire Department Customer Service will likely become required reading in rookie firefighter academies. Read it now and get a leg up on the competition!
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
1 of 1 people found the following review helpful By "morfeus@eircom.net" on March 24, 2004
Format: Spiral-bound
Brunacini covers customer service in a to the point witty way. His book is written in plain english and includes past experiences. A good read for those interested in fire service customer service from cover to cover.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
Format: Spiral-bound Verified Purchase
Used this for a Public Safety Administration course. Although it was nice to have a class with such a small book, I think the book itself is extremely overpriced...especially seeing as it was published in 1996.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
Search