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Promotional: Step Up and Lead > 4. Customer Service > Flashcards

4. Customer Service Flashcards

1
Q

What is the term that describes the need for leaders throughout an entire organization and which is also very important for customer service? (p. 177)

A

Layered leadership

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2
Q

Even though everyone in an organization can play a role in leadership, which individuals usually have the greatest impact on an organization overall? (p. 179)

A

Those at top of an organization

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3
Q

Individuals in which position of a fire department play the most critical roles in creating the right customer service culture for a fire service organization? (p. 179)

A

Fire officers

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4
Q

What is the right result that any service-based organization should be shooting to provide? (p. 179)

A

The best customer care

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5
Q

The acronym Customer-KARE is used to remember what is needed to provide the best customer care. What do letters in KARE stand for in this acronym? (p. 179-180)

A

Knowledge
Attitude
Respect
Excellence

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6
Q

What is the best definition of a customer? (p. 180)

A

Anyone who interacts with your organization

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7
Q

What is the key to exceeding the expectations of your customers? (p. 180)

A

High-quality customer service

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8
Q

What term is defined as an organization’s ability to supply its customers’ wants and needs? (p. 181)

A

Customer service

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9
Q

If high-quality customer service is the key to exceeding expectations, then what is the key to an organization’s survival? (p. 180)

A

Exceeding expectations

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10
Q

According to Chief Alan Brunacini, what is the moment that people in an organization begin to believe and trust in their organization? (p. 183)

A

When they are given ownership of part of the organization

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11
Q

What is the golden rule of customer service? (p. 184)

A

The customer is always right

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12
Q

What do great organizations teach their people in regards to customer service? (p. 184)

A

It’s more important to be polite than it is to be right

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13
Q

What is the technique recommended for firefighters to use for customers that may be upset? (p. 185)

A

Feel, felt, why technique

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14
Q

What is more important for fire service organizations to do now than ever before? (p. 188)

A

Provide exceptional customer service

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15
Q

What do you have to do first to earn respect from others? (p. 189)

A

Give them respect first

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16
Q

What are the seven actions that are taught to new firefighters for dealing with customers? (p. 190)

A
  1. be friendly
  2. make eye contact
  3. give your full attention
  4. say please and thank you
  5. address adults as ma’am or sir
  6. avoid confrontation
  7. direct people with questions to your supervisor
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17
Q

In addition to educating team members on how to interact with customers, what should leaders educate their team members on with customer service? (p. 191)

A

Ethical behavior

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18
Q

What is the best way for firefighters to show their customers appreciation? (p. 192)

A

Providing a high level of customer service

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19
Q

What is the best way for an organization to reduce the chances of liability? (p. 193)

A

Properly training members

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20
Q

It is important to understand that the majority of problems people have in life are a direct result of what? (p. 193)

A

Poor people skills

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21
Q

Your personal success depends on you learning how to deal with people in what type of manner? (p. 194)

A

Professional

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22
Q

Firefighters do not always have a lot of control over a situation, but what do firefighters have control over? (p. 194)

A

How they communicate with customers

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23
Q

What is the key to personal development? (p. 194)

A

Education

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24
Q

Since the fire service already has the respect from the people, it is important for any fire leader to realize that your position is not about you but it is about what? (p. 196)

A

Your customers’ needs

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25
Q

Creating and expanding business relationships is not about ______. It’s about ______, ______, and ______. (p. 196)

A

selling

establishing trust, raport, and value

26
Q

Who from a fire service organization provides the first impression to customers when they call during an emergency? (p. 198)

A

Dispatchers

27
Q

What two words are used to sum up the life blood of the profession of firefighting and fire service organizations? (p. 199)

A

Customer service

28
Q

Historically, the three things that the public has been impressed with that the fire service provides is: rapid response, professionalism, and ___________. (p. 199)

A

Kind and caring service

29
Q

Leaders in the fire service need to understand that the purpose of their teams existence is to do what? (p. 202)

A

To serve

30
Q

In the book Crush It by Gary Vaynerchuk, what is the one word contained in his book’s chapter titled “The Best Marketing Strategy Ever”? (p. 202)

A

Care

31
Q

What is a worthwhile goal for a fire service organization to have that will highlight your organization’s professionalism and create a positive public image within your community? (p. 202)

A

Provide excellent customer service

32
Q

What are some examples of excellent customer service that firefighters should pursue to help boost their image with the public while getting the job done? (p. 203)

A
  1. try before you pry
  2. show compassion toward victims
  3. check CO levels before letting occupants back inside
  4. secure buildings if occupants cannot reenter
33
Q

What are ways that poor customer service can affect a fire service organization? (p. 205)

A
  1. produce negative press leading to lack of support
  2. increase possible legal issues
  3. More disciplinary actions against members
  4. bad reputation
  5. find problems that didn’t exist before
  6. decrease morale
34
Q

What are ways that excellent customer service can affect a fire service organization? (p. 204)

A
  1. you’ll be known for your professionalism
  2. you’ll develop a reputation for being able to turn negatives into positives
  3. create positive public image
  4. gain community support
  5. improve morale
  6. satisfy your customers keeping the boss of your back
35
Q

What is the best approach to take when you are confronted by a person who has unrealistic expectations of the situation? (p. 206)

A

Educate them

36
Q

Bad manners, delayed responses, and minimizing customer’s concerns are all an example of what? (p. 206)

A

Unacceptable customer service

37
Q

Legal issues, regret, decreased morale, and a bad reputation are all consequences stemming from what issue? (p. 206)

A

Poor customer service

38
Q

What is the phenomenon that occurs when one angry customer will talk with and share a poor experience with everyone they come into contact with, and it is a consequence of poor customer service? (p. 206)

A

Ripple effect

39
Q

What is the best method for handling an unhappy customer when you encounter them in the public and they are being loud with others around? (p. 210)

A

Invite them back to your office to discuss things in private

40
Q

Since most customers who are just satisfied with your service don’t typically tell anyone, what is the key to get customers sharing positive experiences about your fire department? (p. 210)

A

Do more than is expected by the customers

41
Q

What do firefighters need to understand about the customer to be able to provide exceptional customer service? (p. 211)

A

The customer is the event

42
Q

What is at the heart of great customer service? (p. 214)

A

Respect

43
Q

Chief Norwood from East Haven, Connecticut, highlights in his blog called “The Little Things” the fact that firefighters are what first, last, and always? (p. 214)

A

Public servants

44
Q

What are three questions that firefighters should ask themselves on each call they respond to in order to stand out with customer service? (p. 215)

A
  1. what can i give this customer that he or she cannot get elsewhere?
  2. how can i make him or her feel that we went above and beyond to satisfy his or her needs?
  3. what can i give this customer that is totally unexpected?
45
Q

What is an effective method for dealing with a customer that is disgruntled or a difficult citizen when you are already having a bad day? (p. 215)

A

Pretend a video camera is recording your actions

46
Q

What is an effective means for dealing with a citizen that gets out of control? (p. 215)

A

Call law enforcement to the scene to handle the situation

47
Q

When trying to stand out with exceptional customer service for your citizens, it is important to remember that most people will not forget what out of the things you did for them? (p. 216)

A

How you made them feel

48
Q

What principle is being described when a chief officer expects the members of his or her department to be concerned about the safety and well-being of civilians, so he or she shows the firefighters that his or her top priority is their safety and well-being? (p. 217)

A

Customer service food chain

49
Q

What is required of an organizational leader that wants to improve the level of customer service his or her team provides? (p. 217)

A

Change his or her own behavior

50
Q

What one thing does providing exceptional customer service come down to? (p. 218)

A

Common sense

51
Q

Where should firefighters start when trying to portray themselves as professionals whether it is when people call 9-1-1, at a community event, or just out on the street? (p. 219)

A

Looking professional

52
Q

When are firefighters presented with the best opportunity to connect with people? (p. 220)

A

During downtime

53
Q

Since firefighters are public servants it is important to be visible as much as possible, which means what? (p. 220)

A

To always be doing something

54
Q

What is the key to customer service while firefighters are out in public trying hard to appear to be doing something? (p. 222)

A

To engage and connect with people

55
Q

To engage and connect with people it is important for firefighters to spend as much time out of quarters as possible, but it is important for fire service leaders to ensure what happens when they are out of quarters? (p. 224)

A

Doing something productive

56
Q

What do public information officers need to understand for today’s organizations so they can pass on information and messages immediately, in real-time? (p. 228)

A

Social media

57
Q

According to Google CEO Eric Schmidt, more online content is created every _________ than was created from the beginning of time until 2003? (p. 229)

A

48 hours

58
Q

How should fire service leaders think of social networks since when people like or follow your organization’s profiles or pages, they are essentially connecting themselves to your brand and want to hear about your organization’s breaking news? (p. 229)

A

Public relations media

59
Q

When a leader embraces social media it is necessary to start a page that represents the organization. Who should be consulted with prior to creating any official page or profile for the organization? (p. 229)

A

Head of your organization

60
Q

What are 4 tips for creating a website or social media page for your organization to communicate with your customers listed in Step Up and Lead? (p. 231)

A
  1. clearly identify your page objectives
  2. limit the number of administrators
  3. don’t post anything that could be considered controversial
  4. pass on important community news
61
Q

What is the catchall policy that firefighters need to be aware of in the social media age because even if their posted videos online don’t break any laws they can still be terminated because of inexcusable actions? (p. 232)

A

Conduct unbecoming

62
Q

What was the Supreme Court’s decision in 2006 in regards to emergency workers posting questionable content online even if the emergency workers were off duty when they posted the questionable content? (p. 233)

A

Public employees are not entitled to First Amendment protection from speech arising from their official duties.

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