Cust Ser Mgt MP 201.00

Question 1

What is a Customer?

Answer 1

Anyone who receives our services/has dealings with our members.

Question 2

What is Customer Service?

Answer 2

Consistently giving customers what they want.

Question 3

What is Exceptional Customer Service?

Answer 3

A long-term, planned out/acted out approach to service delivery.

Question 4

What does Exceptional Customer Service require?

Answer 4

• personal commitment

- organizational support/leadership

Question 5

What is Added Value?

Answer 5

Making customer feel as if they were the “most important customer we’ve served all day”.

Question 6

What is Empowerment?

Answer 6

Organization delegates/trusts its members with the power to provide service to the level of their abilities/imagination.

Question 7

What is the Customer Service Mission?

Answer 7

-prevent harm
-survive
-be nice
(our priority is to give the best cust ser to our citizens)

Question 8

What are our guidelines to create a positive public image about our department?

Answer 8

• follow SOP’s/mission/values
• be professional
• give customer undivided attention
• educate the public on what we do

Question 9

What is the Philosophy of Exceptional Customer Service?

Answer 9

Members are empowered to operate “between the lines” to provide service with quality and value.

Question 10

What are the “Values of a Customer Service Program”?

Answer 10

• build relationship/trust within FD/community
• happy customers/bosses
• high job satisfaction
• eliminates bad press/liability
• saves lives/property
• right thing to do

Question 11

What is our Customer Service Responsibility?

Answer 11

Respond to needs of our customer (“Nice” is essence of cust ser drill, adding “Be” makes it an action plan).

Question 12

How can we best accomplish consistently creating a positive impression to our customers?

Answer 12

Having a set problem-solving approach to every incident.

Question 13

What are the Management Responsibilities?

Answer 13

• org behavior must be customer oriented
• invest in human resources
• bosses take responsibility, give authority to others
• “team wins because of coaching, not in spite of it”
• good coaching is invisible, good service is obvious

Question 14

What is Labor’s view on what our most valuable resource is?

Answer 14

Labor considers the members to be the most valuable resource.