12 handling probs

Question 1

Decisions guided by

Answer 1

values
guidelines
polices
procedures

Question 2

5 procedures of decision making4

Answer 2

define
generate solutions
select solution
implement
evaluate

Question 3

4 responses to conflict

Answer 3

take no further action
recommend complainant solution
suggest alternative solution
refer to somebody who can provide remedy

Question 4

4 steps to follow when emotions are high

Answer 4

drain emotional bubble
understand viewpoint
help feel understood
ID expectations for resolution

Question 5

recommending policy changes 4 steps

Answer 5

develop written proposal
present proposal
if accepted draft policy is developed
final policy signed by chief

Question 6

what is customer service

Answer 6

fixing problems
straightens out glitches
corrects errors
provides info

Question 7

what is customer satisfaction

Answer 7

focuses on meeting customers expectations

Question 8

Complainant expectations 4 steps

Answer 8

ask civilian what could be done
no promises or implications actions will be taken
keep civilian informed
follow up