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PhxFire2017 > Section 8-Customer Service > Flashcards

Section 8-Customer Service Flashcards

1
Q

The Phoenix Firefighters’ Standard of Customer Service is defined as the continuous rapid response and delivery of all services through professionalism, ____________ and respect.

A

integrity

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2
Q

The Phoenix Fire Department was established in _____.

A

1886

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3
Q

The Phoenix Fire Department was established in 1886 to defend lives and property from the __________ force of fire.

A

destructive

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4
Q

Our members, through hard work and __________, have built an unmatched legacy of service and professionalism.

A

dedication

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5
Q

The core of our strength comes from our members’ fundamental execution of excellent customer service, high professional standards and our _______ ________.

A

personal pride

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6
Q

Members of the Phoenix Fire Department are held to a very _____ standard, but the highest standard of service is the one we have set for ourselves.

A

high

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7
Q

The membership of the Phoenix Fire Department expects unyielding professionalism and personal ___________ in every aspect of our performance.

A

accountability

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8
Q

As it relates to our Standard of Customer Service, our position in the Phoenix Fire Department is _________

A

irrelevant.

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9
Q

Our customers see the highly recognizable uniform that immediately identifies us as members of the __________ _____ ___________..

A

Phoenix Fire Department

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10
Q

Though our names and ranks are stenciled on the front of our uniforms, we are perceived as ____.

A

one

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11
Q

As a __________ we are respected, trusted, admired and identified by our uniforms, our vehicles, and the manner in which we serve.

A

whole

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12
Q

As a member of the Phoenix Fire Department we are ______________ to our customers. That is why we are expected to be on the same page when it comes to our actions and behaviors.

A

indistinguishable

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13
Q

Our conduct both on and off duty must be exemplary. Members of the Phoenix Fire Department hold themselves to a ______ standard.

A

higher

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14
Q

A single misstep by a member _________ the reputation of us all. Failure to comply with the Phoenix Fire Department Standard of Customer Service will not be tolerated by the community we serve, our leaders, or each other

A

tarnishes

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15
Q

Clearly, the __________ is the most recognizable member of our workforce.

A

firefighter

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16
Q

Their commitment and sacrifice is honored and valued. In many cases our customers identify members of the Phoenix Fire Department as __________

A

firefighters

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17
Q

Our organizational membership includes a variety of___________ who work together to achieve our mission. We take great pride in all of our work and our united standard of excellent customer service.

A

professionals

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18
Q

The purpose of this document is to clearly identify the Phoenix Firefighters Standard of __________ __________.

A

Customer Service

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19
Q

In addition, this document will help reinforce and establish our ongoing organizational mission; to consistently provide the highest level of internal and _________ customer service.

A

external

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20
Q

As employees of the City of Phoenix, members of the Phoenix Fire Department and Phoenix Firefighters Association Local 493, our ultimate ___________ goal is to provide the best possible service to the citizens of Phoenix.

A

organizational

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21
Q

We have a personal, professional, and _______ obligation to be physically and mentally ready every time the alarm sounds.

A

contractual

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22
Q

Our profession is _________ ; however, the bottom line is always customer service. A positive attitude is a must because every call for service is very important to the person who called

A

complex

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23
Q

Each dispatch is an opportunity to interact __________ with the public. The experience should result in a satisfying resolution for the person who called.

A

positively

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24
Q

Although we may not be able to solve every problem, we should make an honest, _____ _______ attempt utilizing all of our resources to assist each person who calls

A

good faith

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25
Q

The public ______ Phoenix Firefighters with their lives and property.

A

trusts

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26
Q

Our __________ rely on us to always do the right thing

A

customers

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27
Q

This is a relationship dynamic that we must continually honor by maintaining our high standards, ________ and ethics.

A

integrity

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28
Q

As we make various decisions throughout our career, we should frequently ask ourselves if it upholds the Phoenix Firefighters __________ of _______ ________ , and if the answer is no, don’t do it.

A

Standard of Customer Service

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29
Q

Our future as a provider of many critical services is _________ on our ability to recognize and implement positive change.

A

dependent

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30
Q

The Phoenix Fire Department was initially formed only to extinguish fires but we have changed _______ over the years to adapt to the needs of the public

A

vastly

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31
Q

In the ________ we adopted the responsibility of providing Emergency Medical Services, which was a major improvement in our service delivery system.

A

1980’s

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32
Q

The Phoenix Fire Department’s system of providing ______-______ Emergency Medical Services is extremely effective and efficient. As Emergency Medical Technicians and Paramedics we literally save lives every day.

A

Fire-Based

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33
Q

The Phoenix Fire Department will always be charged with the _________ of lives and property from fire.

A

protection

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34
Q

Each year we handle ________ of fire calls

A

thousands

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35
Q

Effective fire suppression begins with notification and ends with ____________

A

extinguishment.

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36
Q

Emergencies may occur at any time during our shift. It does not matter if we are doing physical training, inspecting _________ or returning to quarters from another emergency.

A

hydrants

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37
Q

Phoenix firefighters respond safely and ________, anytime, day or night.

A

quickly

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38
Q

It is our responsibility to arrive on the scene with a positive attitude and deliver fast, safe, __________ service.

A

professional

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39
Q

This is our ________ as defined by the Fire Chief, United Phoenix Firefighters Association Local 493, the City Manager, the Mayor and Council, and the citizens of Phoenix.

A

charge

40
Q

Every single one of our members is expected to comply with this ongoing mission throughout their _________.

A

careers.

41
Q

Our primary function is ____ _____________ and Emergency Medical Services; however, we are paid to perform a variety of tasks, some of which represent the best example of government innovation and efficiency.

A

Fire Protection

42
Q

Occasionally, our various customer encounters present an opportunity to simply do “what is right” and we are___________ to so.

A

empowered

43
Q

_____________ don’t judge these encounters in level of importance

A

Professionals

44
Q

Professionals arrive ________ willing and able to assist in any endeavor, large or small, that we are called upon to help.

A

ready

45
Q

While we proudly wear “Phoenix Fire Department” on uniform shirts we serve in many other roles. It is _________ that we understand that we must be many things to many people and the services we provide cover a very broad range.

A

crucial

46
Q

The Phoenix Fire Department is continually exploring ___________ and efficient opportunities to serve and protect the citizens of our community.

A

innovative

47
Q

When there is a major fire, people trapped at an auto accident, or a child drowning, we perform and function under very _______ conditions

A

stressful

48
Q

Firefighters are expected to hustle to the truck, safely respond and deliver our ________-_________ services with great skill.

A

problem-solving

49
Q

As professional members of this organization we provide quality _______ on every emergency incident and with each customer encounter

A

service

50
Q

It is the ___________ performance on every dispatch, shift after shift, which defines us as professionals.

A

consistent

51
Q

Because of the high volume of calls we respond to, we are __________ in our performance and commitment to customer service. Each call is important; we must perform every single time

A

resilient

52
Q

Always remember, we provide______ services extremely efficiently

A

various

53
Q

Our customers have _______-_______________ but our expectations are higher. Our customers are always watching us with great respect

A

high-expectations

54
Q

What we do is admired but it is also subject to the ________ of our customers, those observing our response and treatment, city officials, our supervisors and our peers.

A

scrutiny

55
Q

Viewing those who receive our services as customers is simple, but was once a major ________ change

A

cultural

56
Q

An important aspect of customer service is _________

A

compassion

57
Q

Our compassion and ________ are vital traits that allow us to find the right approach and treatment for the people we assist. Our organization is in the business of helping people

A

empathy

58
Q

Our customers are both external and internal; they are the individual who dials 911, hospital staff, law enforcement officers and our co-workers. ________ we encounter is our customer.

A

everyone

59
Q

Prejudice and ________ is not acceptable in the Phoenix Fire Department.

A

intolerance

60
Q

Our treatment of the public begins with how we treat each other. Each of us will be treated with ________ and respect.

A

dignity

61
Q

It is our ________ that makes us so capable and successful at serving the public. It is our mission to “be nice” to each person we encounter regardless of their ethnicity, socioeconomic status or demeanor.

A

diversity

62
Q

We respond to _________ of thousands of calls each year.

A

hundreds

63
Q

Our customers are the reason we continually train, stay fit and polish our skills as ______ _________ and emergency responders.

A

public servants

64
Q

On average, each call we respond to is viewed by the person who called and ____ or ________ friends, relatives or bystanders

A

two or three

65
Q

In a span of _______ to ______ years, nearly every person in Phoenix will receive assistance or view us treating a patient or observe our actions at a fire or other emergency

A

three to four

66
Q

That places us in a truly unique position to educate the public through our appearance, ___________ and actions

A

attitude

67
Q

Kindness, patience, compassion and_________ go a long way toward strengthening our ties to the community and each other. People have long memories and we will make those recollections positive

A

consideration

68
Q

. Our City leaders depend on us to monitor the community and respond appropriately by ________ and providing solutions to future needs.

A

forecasting

69
Q

It is our duty to be _________. We provide a number of critical services to the most vulnerable of our citizens.

A

proactive

70
Q

We have increased the survival rates of heart attack patients by learning and using state-of-the-art equipment, medications and the latest ____________ resuscitation technique

A

cardiopulmonary

71
Q

We risk our lives to save our customers’ homes and businesses. Our Firefighters protect the youth of Phoenix by teaching ______ behaviors in schools.

A

safety

72
Q

We provide immunizations, fire safety, public health and wellness education. Our _____ ____________ specialists regulate access, and ensure older buildings and new construction projects are compliant with the law

A

fire prevention

73
Q

The highly skilled professionals in our ____ _______ Team provide initial and ongoing crisis intervention services to our internal and external customers during incidents of emotional trauma.

A

Crisis Response

74
Q

If we see an unprotected pool in a home where children live, we connect that customer to Phoenix Firefighter’s _____ ____ Our union has a program in place to aid families that cannot afford a pool fence.

A

Local 493.

75
Q

The Phoenix Fire Department provides pertinent, timely information for the public through various forms of media. Our alarm room connectors are available around the clock to assist customers with _________ and non-emergent inquiries.

A

emergent

76
Q

We have made it our business to look for opportunities to answer the needs of our _________.

A

community

77
Q

These are just a few of the many services we perform that are above and beyond the basic call of duty and a genuine way to demonstrate our __________ of _________ _________

A

Standard of Customer Service

78
Q

The Phoenix Fire Department has built a customer service based system that is unmatched by any organization, public or _________.

A

private

79
Q

Our organization saves thousands of lives, thousands of jobs, and hundreds of ________ of dollars each year.

A

millions

80
Q

Every day, Firefighters risk their lives in a safe and _________ manner to save businesses and we have a major positive impact on the local and state economy.

A

calculated

81
Q

We take care of our facilities, equipment and each other. We have built _________ relationships with City leaders, members of our community and local businesses. The Phoenix Fire Department is always prepared to defend lives and property

A

relationships

82
Q

Because we are constantly monitoring and __________ the needs of our customers, we shape and redefine our jobs on a regular basis.

A

forecasting

83
Q

Phoenix Firefighters exceed ___________ when it comes to service delivery and the customers we serve are at ease because of it.

A

expectations

84
Q

Our department enjoys a __________ reputation for excellence, which is founded on professionalism

A

worldwide

85
Q

As members of the Phoenix Fire Department we are entrusted with our customers’ very personal and __________ information. Phoenix Fire Department members do not violate the trust of our customers in any form of non-official communication or media.

A

private

86
Q

We frequently experience opportunities to reinforce and reward positive attitudes, and if necessary, address ___________ behavior.

A

negative

87
Q

Should we witness an occasion of poor customer service, it is our responsibility to correct it immediately in the most appropriate manner possible. This type of “___________” action is not a violation of our commitment to one another

A

corrective

88
Q

Corrective action reinforces our commitment to the organization and the customer. We are _________ to each other and our customers for our behavior, skills, knowledge and abilities.

A

accountable

89
Q

There is a diplomatic way to communicate the correction. Remember, “________” perpetuates the perception that it is okay. We have no room for negative attitudes or behavior on the Phoenix Fire Department.

A

letting it slide

90
Q

Whether it is our physical presentation, driving, technical skills, tone of voice or ________station behavior, we must always remember that we are accountable to our co-workers and the public.

A

station

91
Q

The fire station is a city facility, owned by the _______.

A

public

92
Q

When a customer visits a fire station, we are polite, considerate and treat the visitor well. The customer comes _____.

A

first

93
Q

Our customers are not an interruption in our work…they ____ our work.

A

are

94
Q

Anytime we are out in public, it is imperative that we monitor our behavior. Phoenix Firefighters are always __________, in the station, shopping for groceries, training at a local park or delivering service in homes and businesses

A

professional,

95
Q

Our conduct, attitudes, performance and manners should always be at their best. this is _____ ____ ______

A

live your interview

96
Q

The Phoenix Fire Department has a proud history of providing quality service to the citizens of Phoenix. We are genuinely caring, compassionate, ___________, safe and accountable.

A

professional

PhxFire2017 (13 decks)

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