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Captain Test > Customer Service > Flashcards

Customer Service Flashcards

1
Q

The product of paying attention to programming and practice of FFs

A

Skillful

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2
Q

What is the very simple and primitive reason that we are in business?

A

Intervention

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3
Q

Strong partnerships are the product of?

A

Mutual Inclusion

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4
Q

What is the MOST essential reason we exist?

A

Incident operational service delivery

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5
Q

To be effective, the empowerment shift should?

A

Occur incrementally over a period of time

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6
Q

What are some important groups that we also consider customers?

A 
EMS
Cops
Utilities 
Doctors, Nurses
Other city departments
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7
Q

A critical outcome of being a member of a family is?

A

How you act when you leave home

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8
Q

What is the most consistently important part of the service delivery experience to the
customer?

A

Being nice

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9
Q

What creates an important first impression that becomes the unspoken introduction and
beginning for the event?

A

Individual FF appearance

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10
Q

What creates a survivable customer service exposure?

A

Typical fast service turnaround time

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11
Q

Two Basis questions asked should be?

A

Where are you

What’s the matter

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12
Q

Company Officers operate where?

A

The fire company

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13
Q

We should develop a policy and procedure that describes how we manage our customers _______

A

Pets

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14
Q

One way to create a direction to maintain an effective appearance involves?

A

The development of SOPs

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15
Q

What are the customer’s three observations about our service?

A

Quick Response Time
Skillful Performance that solved the problem
Positive Personal Treatment

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16
Q

Result of positive, progressive, sensible, humane, everyday management that emerges out of a thoughtful, decent organizational philosophy

A

Caring

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17
Q

What is a major function of fire service leaders?

A

To set the stage for and manage the change process

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18
Q

Basic organizational behavior must become _____________

A

Customer-centered

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19
Q

What is the most consistently important part of the service delivery experience to the
customer?

A

Being nice

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20
Q

Delivering service in difficult situations requires?

A

Physical Effort

Emotional Labor

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21
Q

The adjustment for harassment must begin where?

A

With organizational leaders on every level

22
Q

Who invented the fire service

A

Ben Franklin 200 years ago

23
Q

What is our goal in reference to the customer’s reaction?

A

To create a WOW! Reaction

24
Q

EMS is a Majority of American Fire Service activity, and makes up about what percent of
work?

A

70-80%

25
Q

Type of sports related team

A

Hockey

26
Q

What does the O in MBO stand for?

A

Opportunities

27
Q

Every part of our system is firefighter ________ and ________

A

Driven, Directed

28
Q

First Due area is also called what?

A

Franchise Area

29
Q

Requires us to concentrate on our basic development and how we maintain consistent, fast, backed-up system status and response

A

Quick

30
Q

Who are the three major players of the Basic FD Customer service delivery on the business end? ​

A

Workers
Bosses
Customers

31
Q

The basic ingredient in any substantive Fire Service change necessarily involves the behavior and performance capability of?

A

Our Human Resources

32
Q

A major operational objective for our business is to?

A

Arrive in time to interrupt the customers problem while its still in progress

33
Q

Regard everyone as a ________

A

Customer

34
Q

The only part of the system the customer will focus on, really care about, or remember very long is

A

Human Part of the system

35
Q

Ben Franklin’s original system design was

A

Decentralized/quick/action oriented

36
Q

Major behaviors of a standard problem solving game plan

A 
Quick
Effective
Skillful
Safe
Caring
Managed
37
Q

Our local service delivery system is made up of what?

A

People
Hardware
Systems

38
Q

The basic behaviors of being nice involve

A

Respect, Kindness, patience and consideration

39
Q

As quickly as possible, we should?

A

Un-victimize the customer

40
Q

Which approach requires that we package and manage the organization to learn, unlearn, relearn quickly because the local landscape is dynamic, complicated and fast
moving?

A

Plan it, Do it, Review It approach

41
Q

The Human to Human process begins with?

A

The initial call to request assistance

42
Q

Eliminating harassment improves?

A

The effectiveness of Human Resources

43
Q

Our essential mission and number one priority is to

A

Deliver the best possible service to our customers

44
Q

A major team coordination and integration element that the customer will notice is?

A

The interpersonal conduct inside and among the team

45
Q

It is impossible for our system to outperform the

A

Skill level of our members

46
Q

How the service will get delivered on the outside becomes a direct reflection of?

A

How the insiders are cared for within the organization

47
Q

Comes from applying sound, modern principles that get the best from the organization and its human resources

A

Managed

48
Q

WOW! can only occur after?

A

A quick response and effective performance show up

49
Q

Involves strong procedures, smart discipline, and application

A

Safe

50
Q

Who gets to define what is funny (or not) and what is damaging personally?

A

The recipient

Captain Test (14 decks)

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