Customer Service

Question 1

The product of paying attention to programming and practice of FFs

Answer 1

Skillful

Question 2

What is the very simple and primitive reason that we are in business?

Answer 2

Intervention

Question 3

Strong partnerships are the product of?

Answer 3

Mutual Inclusion

Question 4

What is the MOST essential reason we exist?

Answer 4

Incident operational service delivery

Question 5

To be effective, the empowerment shift should?

Answer 5

Occur incrementally over a period of time

Question 6

What are some important groups that we also consider customers?

Answer 6

EMS
Cops
Utilities 
Doctors, Nurses
Other city departments

Question 7

A critical outcome of being a member of a family is?

Answer 7

How you act when you leave home

Question 8

What is the most consistently important part of the service delivery experience to the
customer?

Answer 8

Being nice

Question 9

What creates an important first impression that becomes the unspoken introduction and
beginning for the event?

Answer 9

Individual FF appearance

Question 10

What creates a survivable customer service exposure?

Answer 10

Typical fast service turnaround time

Question 11

Two Basis questions asked should be?

Answer 11

Where are you

What’s the matter

Question 12

Company Officers operate where?

Answer 12

The fire company

Question 13

We should develop a policy and procedure that describes how we manage our customers _______

Answer 13

Pets

Question 14

One way to create a direction to maintain an effective appearance involves?

Answer 14

The development of SOPs

Question 15

What are the customer’s three observations about our service?

Answer 15

Quick Response Time
Skillful Performance that solved the problem
Positive Personal Treatment

Question 16

Result of positive, progressive, sensible, humane, everyday management that emerges out of a thoughtful, decent organizational philosophy

Answer 16

Caring

Question 17

What is a major function of fire service leaders?

Answer 17

To set the stage for and manage the change process

Question 18

Basic organizational behavior must become _____________

Answer 18

Customer-centered

Question 19

What is the most consistently important part of the service delivery experience to the
customer?

Answer 19

Being nice

Question 20

Delivering service in difficult situations requires?

Answer 20

Physical Effort

Emotional Labor

Question 21

The adjustment for harassment must begin where?

Answer 21

With organizational leaders on every level

Question 22

Who invented the fire service

Answer 22

Ben Franklin 200 years ago

Question 23

What is our goal in reference to the customer’s reaction?

Answer 23

To create a WOW! Reaction

Question 24

EMS is a Majority of American Fire Service activity, and makes up about what percent of
work?

Answer 24

70-80%

Question 25

Type of sports related team

Answer 25

Hockey

Question 26

What does the O in MBO stand for?

Answer 26

Opportunities

Question 27

Every part of our system is firefighter ________ and ________

Answer 27

Driven, Directed

Question 28

First Due area is also called what?

Answer 28

Franchise Area

Question 29

Requires us to concentrate on our basic development and how we maintain consistent, fast, backed-up system status and response

Answer 29

Quick

Question 30

Who are the three major players of the Basic FD Customer service delivery on the business end? ​

Answer 30

Workers Bosses Customers

Question 31

The basic ingredient in any substantive Fire Service change necessarily involves the behavior and performance capability of?

Answer 31

Our Human Resources

Question 32

A major operational objective for our business is to?

Answer 32

Arrive in time to interrupt the customers problem while its still in progress

Question 33

Regard everyone as a ________

Answer 33

Customer

Question 34

The only part of the system the customer will focus on, really care about, or remember very long is

Answer 34

Human Part of the system

Question 35

Ben Franklin’s original system design was

Answer 35

Decentralized/quick/action oriented

Question 36

Major behaviors of a standard problem solving game plan

Answer 36

``` Quick Effective Skillful Safe Caring Managed ```

Question 37

Our local service delivery system is made up of what?

Answer 37

People Hardware Systems

Question 38

The basic behaviors of being nice involve

Answer 38

Respect, Kindness, patience and consideration

Question 39

As quickly as possible, we should?

Answer 39

Un-victimize the customer

Question 40

Which approach requires that we package and manage the organization to learn, unlearn, relearn quickly because the local landscape is dynamic, complicated and fast moving?

Answer 40

Plan it, Do it, Review It approach

Question 41

The Human to Human process begins with?

Answer 41

The initial call to request assistance

Question 42

Eliminating harassment improves?

Answer 42

The effectiveness of Human Resources

Question 43

Our essential mission and number one priority is to

Answer 43

Deliver the best possible service to our customers

Question 44

A major team coordination and integration element that the customer will notice is?

Answer 44

The interpersonal conduct inside and among the team

Question 45

It is impossible for our system to outperform the

Answer 45

Skill level of our members

Question 46

How the service will get delivered on the outside becomes a direct reflection of?

Answer 46

How the insiders are cared for within the organization

Question 47

Comes from applying sound, modern principles that get the best from the organization and its human resources

Answer 47

Managed

Question 48

WOW! can only occur after?

Answer 48

A quick response and effective performance show up

Question 49

Involves strong procedures, smart discipline, and application

Answer 49

Safe

Question 50

Who gets to define what is funny (or not) and what is damaging personally?

Answer 50

The recipient