Regarding LAST, which I interpret as an acronym for Listen, Apologize, Solve, and Thank: #Listen: Effective leadership and customer service begin with active listening. In the fire service, understanding the situation and the needs of those we serve is paramount. This translates directly to customer interactions; you must truly hear their concerns to address them effectively. #Apologize: Even when not directly at fault, acknowledging a customer or community members’ frustration or inconvenience
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