Customer Service 101.00.1

ibtaylor101's version from 2016-05-05 22:28

Section 1

Question Answer
What 5 services are CCFR committed to providing superior levels of quality that exceed the public's expectation?1)Timely and effective delivery of fire prevention 2) fire control 3) emergency medical treatment 4) transportation 5) public education.
Quality is evaluated on what 4 factors?How well we maintain excellence in customer satisfaction, meeting the needs of our people, achieving organization goals, and creating a service culture that continuously reinforces and promotes excellence in all line and support functions
What does being a professional for CCFR mean?Doing the "whole job"
What does doing the "whole job" mean? 4 attributes..1) focusing on the extra interpersonal dimensions and sensitivities of empathy 2) concern 3) care 4) compassion.
We have become the "Agency of Last Resort", who does this apply to? 9 groups..The poor, the homeless, the destitute, the mentally, emotionally and physically challenged, the chronically ill, the indigent, the incarcerated, and the immigrant.
What is a professional weakness?Indifference or a lack of empathy
What is the primary customer relation policy goal for CCFR?is to meet or exceed the customers'(public's) expectation of satisfaction in every contact.
It is the policy of CCFR and responsibility of every member in the organization to do what 5 things?1) provide customer service excellence. 2) Ensure "the whole job" performed at superior levels. 3) Provide the same high quality care for everyone. 4) provide each member the opportunity to demonstrate excellence and superior service in all contact with the public (on and off duty) 5) Support and reinforce excellent Customer Service delivery b other members

Section 2

Question Answer
Describe the "moment of truth" is an opportunity to influence the public's perception of service received and thus, the image of the department
Customer Relations best described as the way you look, act, what you say and don't say, and what you do or do not do.

Section 3

Question Answer
A critical component of an effective customer realtions programInternal relations
Name 5 characteristics that are to be practiced by all members and are essential to positive and effective internal relations1) Consideration 2) Discretion 3) Acceptance of others 4) Unity 5) Equality
Define consideration:Be considerate of the moral, ethical and religious values of others. Empathize with others and avoid excessive teasing and rumors.
Define Discretion:be discrete and regrain from racial, ethnic, religious, sexist, or personal comments or actions that are derogatory
Define Acceptance of others:Be accepting of other member whose opinions and principles differ from your own. Accentuate the positive and accept the difference.
Define Unity:High importance on unity in the organization and individual contributions to the work group.
Define Equality:Any member knowingly withholds information of wrongdoing of another member may be subject to the same or worse discipline up to termination regardless of the member's history

Section 4

Question Answer
What is the supervisory responsibility managing and leadin each work unit so that it creates a predictable positive experience for the customer
Supervisor/manager/leader is whatthe translator of the overall commitment to service excellence
Difference between internal customers and external customersInternal customers are our own members...External customers are our citizens/public
What are the two goals of the Customer Relations Program?1) Develop and implement the support system needed to teach, supervise and reinforce professional behavior standards. 2) Train managers, supervisors and employees to maintain, reinforce, and extend desired behaviors. Quality and service are interdependent.
The customer relations training program is designed to do what five things?1) Empower each employee with the skills necessary to achieve positive customer relations in the face of very difficult situations. 2) Provide company officers with interpersonal and scene management skills necessary to deal with atypical or adverse situations extraordinary circumstance and unpleasant conditions. 3) Reduce stress by providing competency. 4) Provide members with interpersonal skills, necessary knowledge to provide excellent standard of care 5) Reduce the medical liability by improving the professional human relations skills of member who provide emergency medical care.