Customer Service Management

Question 1

What does CALSSRC stand for?

Answer 1

Central Arizona Life Safety System Response Council

Question 2

What is the CALSSRC?

Answer 2

Automatic aid system a consortium of governments (cities, towns, and fire districts) joined by a intergovernmental agreement upon which the participants agree to operationally act as one entity for the purpose of improved services

Question 3

Define Customer

Answer 3

Any person who receives our services and anyone with who our members have dealings

Question 4

Examples of a Customer

Answer 4

Actual service recipient
Anyone who knows or is closely related to the service recipient
The people we encounter, directly or indirectly during our work day
Members of our organization including support staff

Question 5

What’s our mission and number one priority

Answer 5

Customer service

Question 6

4 steps to Customer service

Answer 6

Treat all customers with respect kindness patience and consideration
Deal with customer’s situation as an urgent event, from the time we know until it is over
Identify and act on opportunities for added value (Go above and beyond)
Provide exceptional customer service

Question 7

7 items for exceptional customer service

Answer 7

Is it the right thing for the patient
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 departments values and policies

Question 8

List 4 ways to create and sustain a positive public image

Answer 8

Follow Phoeinx SOP’s
Be professional at all times
Give the customer your undivided attention
Take a moment to educate the customer about what we do and why we are doing it

Question 9

5 items a company officer is responsible for to maintain a positive public image

Answer 9

Provide a work environment in which exceptional customer service and added value are the result
Basic organizational behavior must be customer oriented
Invest in Human Resources by keeping customer service a part of an ongoing development process
Take responsibility for themselves and their subordinates and expand authority in others
Sustain and enhance regional commitment and consistency in the execution of professional services and customer satisfaction

Question 10

9 benefits of providing exceptional customer service with added value

Answer 10

Saves lives and property
Builds positive relationships and trust with our membership
Builds positive relationships and trust in our community
Secures and maintains adequate resources and benefits
Positive job satisfaction
Places us in the best position to compete
It’s fun to be nice and do nice things
It eliminates bad press liability and extra paperwork
It’s the right thing to do