Term
| What is our essential mission and number one priority? |
|
Definition
| To deliver the best possible service to our customers. |
|
|
Term
| When does the human-to-human process begin? |
|
Definition
| with the initial call to request assistance |
|
|
Term
| Service delivery expectations include: |
|
Definition
| respect, kindness, patience and consideration |
|
|
Term
| What will the customer remember? |
|
Definition
| quick response time, skillful performance that solved the problem and positive personal treatment |
|
|
Term
|
Definition
| Customer needs, perceptions, and feelings begin to design and drive how the service delivery system looks. |
|
|
Term
|
Definition
| Empowered workers give capabilities back to the boss |
|
|
Term
| Relationship Management Plan |
|
Definition
|
|
Term
|
Definition
| Must be started by senior managers |
|
|
Term
|
Definition
| Condition of the scene at the end of our firefighting operations. |
|
|
Term
|
Definition
|
|
Term
| Go part of the organizational service delivery plan |
|
Definition
| Done by workers and bosses |
|
|
Term
|
Definition
| Involves the entire department deciding on most correct and best use of department resources. |
|
|
Term
| Brunacini's Mission Statement |
|
Definition
| Prevent Harm, Survive, Be Nice |
|
|
Term
| When do we regard everyone as a customer? |
|
Definition
|
|
Term
| In addition to treating the patient, who else are we treating? |
|
Definition
|
|
Term
| Decisions and Actions driven by: |
|
Definition
SOP's
Direct Orders
Conscious Decisions |
|
|
Term
| Looking to deliver this type of service. |
|
Definition
|
|
Term
|
Definition
|
|
Term
| Interpersonal relationships defined by: |
|
Definition
|
|
Term
|
Definition
| by exercising self control |
|
|
Term
| Four Basic behaviors for service delivery |
|
Definition
Respect
Kindness
Patience
Consideration |
|
|
Term
| Effective Service Delivery Plan - Behaviors |
|
Definition
| Quick, Effective, Caring, Managed |
|
|
Term
|
Definition
| Outlines that dictate the way we operate. |
|
|
Term
|
Definition
| The absolute essential fire department customer service player |
|
|
Term
|
Definition
| Customer needs, perceptions, and feelings drive the the look and behavior of the service delivery system. |
|
|
