Section 8-Customer Service

Question 1

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

Answer 1

integrity

Question 2

The Phoenix Fire Department was established in _____.

Answer 2

1886

Question 3

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

Answer 3

destructive

Question 4

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

Answer 4

dedication

Question 5

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

Answer 5

personal pride

Question 6

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.

Answer 6

high

Question 7

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

Answer 7

accountability

Question 8

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

Answer 8

irrelevant.

Question 9

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

Answer 9

Phoenix Fire Department

Question 10

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

Answer 10

one

Question 11

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

Answer 11

whole

Question 12

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.

Answer 12

indistinguishable

Question 13

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

Answer 13

higher

Question 14

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

Answer 14

tarnishes

Question 15

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

Answer 15

firefighter

Question 16

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

Answer 16

firefighters

Question 17

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.

Answer 17

professionals

Question 18

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

Answer 18

Customer Service

Question 19

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

Answer 19

external

Question 20

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.

Answer 20

organizational

Question 21

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

Answer 21

contractual

Question 22

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

Answer 22

complex

Question 23

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

Answer 23

positively

Question 24

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

Answer 24

good faith

Question 25

The public ______ Phoenix Firefighters with their lives and property.

Answer 25

trusts

Question 26

Our __________ rely on us to always do the right thing

Answer 26

customers

Question 27

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

Answer 27

integrity

Question 28

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.

Answer 28

Standard of Customer Service

Question 29

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

Answer 29

dependent

Question 30

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

Answer 30

vastly

Question 31

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

Answer 31

1980’s

Question 32

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.

Answer 32

Fire-Based

Question 33

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

Answer 33

protection

Question 34

Each year we handle ________ of fire calls

Answer 34

thousands

Question 35

Effective fire suppression begins with notification and ends with ____________

Answer 35

extinguishment.

Question 36

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.

Answer 36

hydrants

Question 37

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

Answer 37

quickly

Question 38

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

Answer 38

professional

Question 39

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.

Answer 39

charge

Question 40

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

Answer 40

careers.

Question 41

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.

Answer 41

Fire Protection

Question 42

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

Answer 42

empowered

Question 43

_____________ don’t judge these encounters in level of importance

Answer 43

Professionals

Question 44

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

Answer 44

ready

Question 45

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.

Answer 45

crucial

Question 46

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

Answer 46

innovative

Question 47

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

Answer 47

stressful

Question 48

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

Answer 48

problem-solving

Question 49

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

Answer 49

service

Question 50

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

Answer 50

consistent

Question 51

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

Answer 51

resilient

Question 52

Always remember, we provide______ services extremely efficiently

Answer 52

various

Question 53

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

Answer 53

high-expectations

Question 54

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.

Answer 54

scrutiny

Question 55

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

Answer 55

cultural

Question 56

An important aspect of customer service is _________

Answer 56

compassion

Question 57

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

Answer 57

empathy

Question 58

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.

Answer 58

everyone

Question 59

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

Answer 59

intolerance

Question 60

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

Answer 60

dignity

Question 61

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.

Answer 61

diversity

Question 62

We respond to _________ of thousands of calls each year.

Answer 62

hundreds

Question 63

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

Answer 63

public servants

Question 64

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

Answer 64

two or three

Question 65

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

Answer 65

three to four

Question 66

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

Answer 66

attitude

Question 67

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

Answer 67

consideration

Question 68

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

Answer 68

forecasting

Question 69

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

Answer 69

proactive

Question 70

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

Answer 70

cardiopulmonary

Question 71

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

Answer 71

safety

Question 72

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

Answer 72

fire prevention

Question 73

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.

Answer 73

Crisis Response

Question 74

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.

Answer 74

Local 493.

Question 75

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.

Answer 75

emergent

Question 76

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

Answer 76

community

Question 77

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 _________ _________

Answer 77

Standard of Customer Service

Question 78

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

Answer 78

private

Question 79

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

Answer 79

millions

Question 80

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.

Answer 80

calculated

Question 81

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

Answer 81

relationships

Question 82

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

Answer 82

forecasting

Question 83

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

Answer 83

expectations

Question 84

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

Answer 84

worldwide

Question 85

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.

Answer 85

private

Question 86

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

Answer 86

negative

Question 87

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

Answer 87

corrective

Question 88

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.

Answer 88

accountable

Question 89

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.

Answer 89

letting it slide

Question 90

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.

Answer 90

station

Question 91

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

Answer 91

public

Question 92

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

Answer 92

first

Question 93

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

Answer 93

are

Question 94

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

Answer 94

professional,

Question 95

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

Answer 95

live your interview

Question 96

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.

Answer 96

professional