Section Eight: Customer Service

Question 1

the continuous rapid response and delivery of all services through professionalism, integrity and respect

Answer 1

The Phoenix Firefighters’ Standard of Customer Service

Question 2

When was the Phoenix Fire Department established

Answer 2

1886

Question 3

What does the Phoenix Fire Department expect from their members

Answer 3

unyielding professionalism and personal accountability in every aspect of our performance

Question 4

What is Phoenix Fire committed to

Answer 4

excellent customer service

Question 5

Our Standard of Customer Service, our position in the Phoenix Fire Department is

Answer 5

irrelevant

Question 6

What is the ongoing organizational mission

Answer 6

consistently provide the highest level of internal and external customer service

Question 7

We have a ____, ____, and _____ obligation to be physically and mentally ready every time the alarm sounds

Answer 7

personal, professional, and contractual

Question 8

What is the bottom line of PFD

Answer 8

Customer Service

Question 9

Each dispatch is an opportunity to interact

Answer 9

positively with the public

Question 10

When did Phoenix Fire Department adopt the responsibility of providing Emergency Medical Services

Answer 10

1980’s

Question 11

Effective fire suppression begins with

Answer 11

notification and ends with extinguishment

Question 12

We will risk our lives a lot to

Answer 12

save savable lives

Question 13

We will risk our lives a little to

Answer 13

save savable property, and saving the public hundreds of millions of dollars and thousands of jobs each year

Question 14

We will not risk our lives at all

Answer 14

for lives and property that is already lost

Question 15

How long should it take a crew to reach the scene of an emergency

Answer 15

4 minutes

Question 16

The Phoenix Fire Department is continually exploring

Answer 16

innovative and efficient opportunities to serve and protect the citizens of our community

Question 17

An important aspect of customer service is

Answer 17

compassion

Question 18

____ and _____ is not acceptable in the Phoenix Fire Department

Answer 18

Prejudice and intolerance

Question 19

It is our mission to _____ to each person we encounter regardless of their ethnicity, socioeconomic status or demeanor

Answer 19

be nice

Question 20

go a long way toward strengthening our ties to the community and each other

Answer 20

Kindness, patience, compassion, and consideration

Question 21

regulate access, and ensure older buildings and new construction projects are compliant with the law

Answer 21

Fire Prevention specialists

Question 22

Name a few things that Phoenix Fire Department does on a customer service base level

Answer 22

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

Question 23

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

Answer 23

flexible and receptive

Question 24

in the Phoenix Fire Department is something we strive for in every encounter with the public, both on and off duty

Answer 24

Our customers’ pride and confidence

Question 25

Phoenix Fire Department members do not violate the trust of our customers in any form

Answer 25

of non-official communication or media

Question 26

Point out examples of _____ or _____ at the appropriate time

Answer 26

poor customer service or unprofessional behavior

Question 27

Poor customer service

Answer 27

is never okay

Question 28

Our customers are not an

Answer 28

interruption in our work…they ARE our work

Question 29

should always be at their best

Answer 29

Our conduct, attitudes, performance and manners

Question 30

Our philosophy is really very simple,

Answer 30

use common sense