Ch 4 Customer Service Flashcards
To provide the highest level of service to your customers, and to enhance the image of your organization to gain public support describes what?
The goal of your organization
(Should be the minimum)
Everyone plays a role in creating culture from the person who answered the phones to the leaders in the field. But the individuals have the GREATEST IMPACT on the organization overall are usually:
Those at the TOP of an organization
These people play CRITICAL roles in creating the right customer service culture within the fire service
Fire officers
To provide the best customer care possible remember the acronym
Customer-KARE
- Knowledge (how to meet customer expectations)
- Attitude (people remember how you made them feel)
- Respect (customer is always right)
- Excellence (people think about your organization)
You must remember to respect your customers otherwise your organization is destined to fail. Don’t ever forget:
The customer is always right
This is the key to exceeding expectations
High-quality customer service
An organizations ability to supply its customers wants and needs is a definition of what?
Customer service
The customer is always right and when the customer is wrong _____
You have to find a way to let them FEEL as if they are right
When it comes to customer service, great organizations teach people to understand that it’s more important to ____ that is to ____.
- Be polite
- Be right
In the fire service, what is a great way to deal with upset customers after damaging their house?
- “Feel, felt, found” technique
- as a fire chief, use:
“Feel, felt, why”
What is the caveat of respect is earned, not given, when dealing with your customers?
You will never earn respect from others if you don’t give it to them first
The big fire engine, full of tools we ride around in, the fire station recall home for more than 40 hours, a week, and the paycheck we get for doing the greatest job on earth all come from somewhere. Leaders understand that this needs to be shown anytime their organization comes in contact with the public
A high-level of appreciation
Once the type of trust is earned between organization and its customers, it should never be taken for granted. What is the best way for Firefighters to show their appreciation with their customers?
By providing the highest level of customer service they possibly can
The majority of the problems you have in life will be a direct result of ____
Ineffective or poor people skills
Although we can control our actions, there are thousands of factors we cannot control such as how many victims are in a structure or how long it will take to get three alarm staffing at the scene. What we do have control over is?
How we communicate with our customers
This is the key to personal development
Education
This word is the key to our profession
Service
We need to make sure our Dispatchers realize two things according to the author
- How important they are
- How to do their job correctly
Who are ambassadors of the emergency services??
Dispatchers
According to the author, the life blood of the professional firefighting can be summed up in two words
Customer service
Overall, the public has been impressed with 3 things that the fire service provides
- Rapid response
- Professionalism
- Kind and caring service
Your success in any business will always be in direct proportion to? (2)
- Your ability to care about your customers AND
- Exceed their expectations
Great service is NOT always defined by
The outcome of the job
Concerning customer service, a leaders job is to identify:
Examples of UNacceptable customer service
A problem that comes with unacceptable customer service is when one angry customer will tell everyone he talks about his experience with you, which can spread out and seems to travel farther than you could’ve imagine.
The Ripple Effect
These people can suck the life out of an organization because of their ability to spread negativity
Unhappy customers
(Ch 4 is Customer Service)
(FS4 - good customer service)
To provide exceptional service, you have to understand what?
The customer is the EVENT
_____ is at the heart of great customer service
Respect
What simple thought will help you stay on your game if you’re having a bad day or dealing with a disgruntled or difficult citizen?
Imagine that a video camera is on you
The author eludes to never losing sight of the fact that most people will forget what you say and do, but they will never forget what?
How you made them feel
A of KARE
Some firefighters will say this is a thankless job on the fire ground, but the author states it’s one of the most important jobs when it comes to positive interaction with their customers
Salvage
If an organizational leader wants to improve the level of customer service his or her team is providing, the leader may have to begin by changing what?
His or her own behavior
According to the author, so many times, providing exceptional customer service simply comes down to?
Good old common sense
The author discusses when the absolute best opportunities to connect with people are?
Downtime
What is one of the best ways to create a culture of customer service?
Rewarding your team members when they do things right
What is one way to express your appreciation as a leader?
Developing a book that consists of positive letters from satisfied customers and articles, praising the members of your organization
What is one of the BEST things a leader can do to instill team spirit? (Customer service related)
Post the letters from outstanding customer service somewhere where everyone within the organization can see
As important as it is to have a public information officer, todays organizations need to understand and take advantage of ____ which gives people and organizations a platform to pass on an immediate, real time message
The power of social media
According to the author, we should rethink the name “social network”, and rebrand it as what?
Public relations media
When creating a website or social media page, you want to limit the number of administrators. What number of administrators is enough to keep content current and accurate?
1-4
This is defined as the need for leaders throughout an entire organization
Layered leadership
Every organization has a culture, and it is created by ____ or ____.
- Design
- Default
____ is to provide the highest level of service to your customers and to enhance the image of your organization to gain public support. This should be the minimum.
The goal of your organization
Examples of unacceptable customer service by fire service professionals
- Failure to provide the service you
promised - Unpleasant surprises
- Unrealistic customer expectations
- Delayed responses
- Ignoring and/or minimizing the
customers problem or concerns - Bad manners
Although Firefighters should spend as much time _____ as possible, they must be doing something productive, otherwise they can cause resentment
Out of quarters
The only thing you have complete control over is?
Your own actions
Ch. 4 p. 217
This is the key to your organizations survival
Exceeding expectations
