Section Eight: Customer Service Flashcards
the continuous rapid response and delivery of all services through professionalism, integrity and respect
The Phoenix Firefighters’ Standard of Customer Service
When was the Phoenix Fire Department established
1886
What does the Phoenix Fire Department expect from their members
unyielding professionalism and personal accountability in every aspect of our performance
What is Phoenix Fire committed to
excellent customer service
Our Standard of Customer Service, our position in the Phoenix Fire Department is
irrelevant
What is the ongoing organizational mission
consistently provide the highest level of internal and external customer service
We have a ____, ____, and _____ obligation to be physically and mentally ready every time the alarm sounds
personal, professional, and contractual
What is the bottom line of PFD
Customer Service
Each dispatch is an opportunity to interact
positively with the public
When did Phoenix Fire Department adopt the responsibility of providing Emergency Medical Services
1980’s
Effective fire suppression begins with
notification and ends with extinguishment
We will risk our lives a lot to
save savable lives
We will risk our lives a little to
save savable property, and saving the public hundreds of millions of dollars and thousands of jobs each year
We will not risk our lives at all
for lives and property that is already lost
How long should it take a crew to reach the scene of an emergency
4 minutes
The Phoenix Fire Department is continually exploring
innovative and efficient opportunities to serve and protect the citizens of our community
An important aspect of customer service is
compassion
____ and _____ is not acceptable in the Phoenix Fire Department
Prejudice and intolerance
It is our mission to _____ to each person we encounter regardless of their ethnicity, socioeconomic status or demeanor
be nice
go a long way toward strengthening our ties to the community and each other
Kindness, patience, compassion, and consideration
regulate access, and ensure older buildings and new construction projects are compliant with the law
Fire Prevention specialists
Name a few things that Phoenix Fire Department does on a customer service base level
When entering homes during emergency calls, they check batteries in smoke detectors. They carry extra smoke detectors on each rig. If they see a pool with no fence and the home has kids, they contact Local 493 to help aid the family getting a pool fence
Phoenix Fire Department is always _____ and ______ to change. Our willingness to adapt and embrace change is a fundamental part of the Phoenix Fire Department’s success
flexible and receptive
in the Phoenix Fire Department is something we strive for in every encounter with the public, both on and off duty
Our customers’ pride and confidence
Phoenix Fire Department members do not violate the trust of our customers in any form
of non-official communication or media
Point out examples of _____ or _____ at the appropriate time
poor customer service or unprofessional behavior
Poor customer service
is never okay
Our customers are not an
interruption in our work…they ARE our work
should always be at their best
Our conduct, attitudes, performance and manners
Our philosophy is really very simple,
use common sense
