Customer Service Flashcards
The product of paying attention to programming and practice of FFs
Skillful
What is the very simple and primitive reason that we are in business?
Intervention
Strong partnerships are the product of?
Mutual Inclusion
What is the MOST essential reason we exist?
Incident operational service delivery
To be effective, the empowerment shift should?
Occur incrementally over a period of time
What are some important groups that we also consider customers?
EMS Cops Utilities Doctors, Nurses Other city departments
A critical outcome of being a member of a family is?
How you act when you leave home
What is the most consistently important part of the service delivery experience to the
customer?
Being nice
What creates an important first impression that becomes the unspoken introduction and
beginning for the event?
Individual FF appearance
What creates a survivable customer service exposure?
Typical fast service turnaround time
Two Basis questions asked should be?
Where are you
What’s the matter
Company Officers operate where?
The fire company
We should develop a policy and procedure that describes how we manage our customers _______
Pets
One way to create a direction to maintain an effective appearance involves?
The development of SOPs
What are the customer’s three observations about our service?
Quick Response Time
Skillful Performance that solved the problem
Positive Personal Treatment
Result of positive, progressive, sensible, humane, everyday management that emerges out of a thoughtful, decent organizational philosophy
Caring
What is a major function of fire service leaders?
To set the stage for and manage the change process
Basic organizational behavior must become _____________
Customer-centered
What is the most consistently important part of the service delivery experience to the
customer?
Being nice
Delivering service in difficult situations requires?
Physical Effort
Emotional Labor
The adjustment for harassment must begin where?
With organizational leaders on every level
Who invented the fire service
Ben Franklin 200 years ago
What is our goal in reference to the customer’s reaction?
To create a WOW! Reaction
EMS is a Majority of American Fire Service activity, and makes up about what percent of
work?
70-80%
Type of sports related team
Hockey
What does the O in MBO stand for?
Opportunities
Every part of our system is firefighter ________ and ________
Driven, Directed
First Due area is also called what?
Franchise Area
Requires us to concentrate on our basic development and how we maintain consistent, fast, backed-up system status and response
Quick
Who are the three major players of the Basic FD Customer service delivery on the business end?
Workers
Bosses
Customers
The basic ingredient in any substantive Fire Service change necessarily involves the behavior and performance capability of?
Our Human Resources
A major operational objective for our business is to?
Arrive in time to interrupt the customers problem while its still in progress
Regard everyone as a ________
Customer
The only part of the system the customer will focus on, really care about, or remember very long is
Human Part of the system
Ben Franklin’s original system design was
Decentralized/quick/action oriented
Major behaviors of a standard problem solving game plan
Quick Effective Skillful Safe Caring Managed
Our local service delivery system is made up of what?
People
Hardware
Systems
The basic behaviors of being nice involve
Respect, Kindness, patience and consideration
As quickly as possible, we should?
Un-victimize the customer
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?
Plan it, Do it, Review It approach
The Human to Human process begins with?
The initial call to request assistance
Eliminating harassment improves?
The effectiveness of Human Resources
Our essential mission and number one priority is to
Deliver the best possible service to our customers
A major team coordination and integration element that the customer will notice is?
The interpersonal conduct inside and among the team
It is impossible for our system to outperform the
Skill level of our members
How the service will get delivered on the outside becomes a direct reflection of?
How the insiders are cared for within the organization
Comes from applying sound, modern principles that get the best from the organization and its human resources
Managed
WOW! can only occur after?
A quick response and effective performance show up
Involves strong procedures, smart discipline, and application
Safe
Who gets to define what is funny (or not) and what is damaging personally?
The recipient
