Customer Service Management 201.00 Flashcards
What does CALSSRC Stand for?
The Central Arizona Life Safety System Response Council
CALSSRC defines the customer as What?
any person who receives our services and anyone with who our members have dealings
The following are all examples of what?
- The actual service recipient
- Anyone who knows or is closely related to the service recipient (e.g., family, friends, neighbors, etc.)
-The people we encounter, directly and indirectly during our workday (e.g., members of organizations we
routinely do business with, people who visit our workplace, people who see us during our workday, and people who see us on the road)
- The members of our organization including support staff (our customer services begin with how we treat
each other)
customer according to CALSSRC
Our mission and number one priority is to deliver the best what?
customer service possible
when we go beyond our standard quick, effective, professional, customer service to create a feeling that the customer was the most important person we served all day this is called?
Added value occurs
CALSSRC delegates official authority and trusts its
members with the power to provide customer service to the level of their abilities and imagination. A
members evaluation as to whether or not they are empowered to provide exceptional customer service is
determined by what 7 things?
- Is it the right thing for the customer?
- Is it the right thing for the department?
- Is it legal, ethical, and nice?
- Is it safe?
- Is it on your organizational level?
- Is it something you are willing to be accountable for?
- Is it consistent with our department’s values and policies?
When Create and sustain a positive public image who is responsible for the following
1. Provide a work environment in which exceptional customer service and added value are the result of a
refined system where members are empowered to operate between the lines to provide caring service with both quality and value.
2. Basic organizational behavior must be customer oriented.
3. Invest in human resources by keeping customer service a part of an ongoing development process.
4. Take responsibility for themselves and their subordinates and expand authority in others.
5. Sustain and enhance regional commitment and consistency in the execution of professional services and customer satisfaction.
Company and Command Officers
