Volume 2 Flashcards
201.00 Customer Service Management
201.00 Customer Service Management
The Automatic aid system is a consortium of governments
that agree to act as ___?
● One entity for purpose of improved fire/rescue/ems.
What will we provide on every call?
● Excellent customer service on each and every call.
What does the SOP define as a customer?
● Any person who receives our services and anyone with who our members have dealings (including our own members).
What is every interaction an opportunity for?
● To solve their problem and leave a positive, lasting impression.
What questions allow a member to determine if they are empowered to provide exceptional customer service without asking for permission?
● Is it right for the customer? Is it right 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?
CALSSRC delegates official authority and trusts its members with the power to provide customer service to_____?
Their level of ability and imagination.
What are company officers and command officers responsible for, with relation to customer service?
Provide a work environment in which exceptional customer service and added value are the result of a refined system
where members are empowered to operate between the lines. Basic organizational behavior must be customer oriented. Invest in human resource 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.
