The most difficult thing that we must ensure that is preserved is customer service. By following “the 3 Cs” - Courtesy, Compassion, and Care, we can still deliver an accurate, quick response with excellent customer service. Every Communications Officer is told to maintain control of a call. While this is true, we cannot forget that these people are in a traumatic situation and need a calm, reassuring voice to help them through the process. Calm, reassuring and in-control will in most cases help the caller to remain calm and provide better information.