201.00 Customer Service Management Flashcards
Webster’s formal definition of a customer.
“Customer” is
formally defined as “one who buys goods or services
Webster’s informal definition of a customer
“any person with whom
one has dealings.”
The fire department’s expanded definition of customer.
any person who receives our services and anyone with whom our members have dealings.
Examples of the fire department’s expanded definition of our “customers”
• The actual service recipient,
• Anyone who knows or is closely related to the service recipient (e.g., family, friends, neighbors,
pets, etc.),
• The people we encounter, directly and indirectly, during our workday (e.g., members of agencies
we routinely do business with, residents/vacationers who visit our work place, who see us during
our work day, or we pass on the road.)
______________________ is the ability of an organization to consistently give their customers what they want.
Customer Service
_________________ occurs anytime we go beyond our standard quick, effective, nice, customer-centered service to create a feeling that they were the most important customer we served all day.
“Added value”
_____________ means “the organization delegates official authority and trusts its members with the power to provide customer service to the level of their abilities and imagination.”
“Empowerment”
A set of guidelines designed to create a positive public impression include?
- Follow SOPs, mission statement, organizational values
- Be professional
- Give the customer your undivided attention
- Take a moment to educate the community about what we do
The most valuable resource of the fire department is?
our membership
____________________, in concert with being fast, well trained and nice is the only way we can stay on top.
Customer Service Excellence
