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
managing and leadin each work unit so that it creates a predictable positive experience for the customer
Supervisor/manager/leader is what
the translator of the overall commitment to service excellence
Difference between internal customers and external customers
Internal 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.
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