Chapter 6 CO Flashcards
———— indicates how well an organization meets or exceeds the expectations of the community it serves
Customer service/ customer satisfaction
————— approach to customers needs wants and desires simply waits for a customer to express the needs or wants
This approach is inexpensive and takes little time
Passive
This approach is reactive,crisis oriented and can be biased
Passive approach to customer service
——— takes initiative to seek out information
Active approach to customer service
————- approach to customer service is done through meetings surveys informal chats and interviews
Active approach to customer service
———— is a broad term that incorporates all programs that protect the public using protection, prevention,and education
Community risk reduction (CRR)
————- program works to mitigate hazards to public safety a S as Ss
Community risk reduction
———— define boundaries and standards that the administration expects company officers and members to use
Polices
————— give members of the organization a reference point for decision making
Written policies
——- details the steps to follow when organizational policies or some specific recurring problems otr situations
Procedures
——— provide a consistent point of reference that helps all organizational members perform to a measurable standard
SOPS
Properly given ———- results in the need for less supervision in the futures members learn what he s expected of them
Orders
6 major steps in the budget process
Planning Preparing Implementing Monitoring Evaluating Revising
Personnel records are confidential except———
Attendance
Exposure records must be kept for —- years following the end a an individuals employment
30 years
