Each student is required to complete a descriptive research report, in APA format, which communicates an understanding of the “Techniques for Exceeding Customer’s Expectations’as it relates to the fire service. Read Chapter 2of the book Customer Service a Practical Approach, review the additional artifacts provided, conduct supplemental research as you deem appropriate.

Address the following items in your work:

Identify the 6 “Techniques for Exceeding Customers’Expectations”

Discuss how each of these elements relates to the fire service.

Provide examples for each of the 6 techniques.