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Jersey Leadership > Ch 4 Customer Service > Flashcards

Ch 4 Customer Service Flashcards

1
Q

To provide the highest level of service to your customers, and to enhance the image of your organization to gain public support describes what?

A

The goal of your organization

(Should be the minimum)

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2
Q

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:

A

Those at the TOP of an organization

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3
Q

These people play CRITICAL roles in creating the right customer service culture within the fire service

A

Fire officers

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4
Q

To provide the best customer care possible remember the acronym

A

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)
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5
Q

You must remember to respect your customers otherwise your organization is destined to fail. Don’t ever forget:

A

The customer is always right

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6
Q

This is the key to exceeding expectations

A

High-quality customer service

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7
Q

An organizations ability to supply its customers wants and needs is a definition of what?

A

Customer service

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8
Q

The customer is always right and when the customer is wrong _____

A

You have to find a way to let them FEEL as if they are right

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9
Q

When it comes to customer service, great organizations teach people to understand that it’s more important to ____ that is to ____.

A
  • Be polite
  • Be right
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10
Q

In the fire service, what is a great way to deal with upset customers after damaging their house?

A
  • “Feel, felt, found” technique
  • as a fire chief, use:
    “Feel, felt, why”
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11
Q

What is the caveat of respect is earned, not given, when dealing with your customers?

A

You will never earn respect from others if you don’t give it to them first

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12
Q

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

A high-level of appreciation

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13
Q

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?

A

By providing the highest level of customer service they possibly can

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14
Q

The majority of the problems you have in life will be a direct result of ____

A

Ineffective or poor people skills

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15
Q

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?

A

How we communicate with our customers

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16
Q

This is the key to personal development

A

Education

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17
Q

This word is the key to our profession

A

Service

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18
Q

We need to make sure our Dispatchers realize two things according to the author

A
  • How important they are
  • How to do their job correctly
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19
Q

Who are ambassadors of the emergency services??

A

Dispatchers

20
Q

According to the author, the life blood of the professional firefighting can be summed up in two words

A

Customer service

21
Q

Overall, the public has been impressed with 3 things that the fire service provides

A
  • Rapid response
  • Professionalism
  • Kind and caring service
22
Q

Your success in any business will always be in direct proportion to? (2)

A
  • Your ability to care about your customers AND
  • Exceed their expectations
23
Q

Great service is NOT always defined by

A

The outcome of the job

24
Q

Concerning customer service, a leaders job is to identify:

A

Examples of UNacceptable customer service

25
Q

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.

A

The Ripple Effect

26
Q

These people can suck the life out of an organization because of their ability to spread negativity

A

Unhappy customers

(Ch 4 is Customer Service)
(FS4 - good customer service)

27
Q

To provide exceptional service, you have to understand what?

A

The customer is the EVENT

28
Q

_____ is at the heart of great customer service

A

Respect

29
Q

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?

A

Imagine that a video camera is on you

30
Q

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?

A

How you made them feel

A of KARE

31
Q

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

A

Salvage

32
Q

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?

A

His or her own behavior

33
Q

According to the author, so many times, providing exceptional customer service simply comes down to?

A

Good old common sense

34
Q

The author discusses when the absolute best opportunities to connect with people are?

A

Downtime

35
Q

What is one of the best ways to create a culture of customer service?

A

Rewarding your team members when they do things right

36
Q

What is one way to express your appreciation as a leader?

A

Developing a book that consists of positive letters from satisfied customers and articles, praising the members of your organization

37
Q

What is one of the BEST things a leader can do to instill team spirit? (Customer service related)

A

Post the letters from outstanding customer service somewhere where everyone within the organization can see

38
Q

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

A

The power of social media

39
Q

According to the author, we should rethink the name “social network”, and rebrand it as what?

A

Public relations media

40
Q

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?

A

1-4

41
Q

This is defined as the need for leaders throughout an entire organization

A

Layered leadership

42
Q

Every organization has a culture, and it is created by ____ or ____.

A
  • Design
  • Default
43
Q

____ 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.

A

The goal of your organization

44
Q

Examples of unacceptable customer service by fire service professionals

A
  • 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
45
Q

Although Firefighters should spend as much time _____ as possible, they must be doing something productive, otherwise they can cause resentment

A

Out of quarters

46
Q

The only thing you have complete control over is?

A

Your own actions

Ch. 4 p. 217

47
Q

This is the key to your organizations survival

A

Exceeding expectations

Jersey Leadership (5 decks)

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