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Fire Department
Essentials of Fire Department Customer Service. Brunacini, Alan V. (1996). Stillwater, Ok
25
Other
Not Applicable
07/11/2005

Additional Other Flashcards

 


 

Cards

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
Customer Centered
Definition
Customer needs, perceptions, and feelings begin to design and drive how the service delivery system looks.
Term
Boomerang Effect
Definition
Empowered workers give capabilities back to the boss
Term
Relationship Management Plan
Definition
Built on Trust
Term
Empowerment Shift
Definition
Must be started by senior managers
Term
Signature
Definition
Condition of the scene at the end of our firefighting operations.
Term
Franchise Area
Definition
First Due Area
Term
Go part of the organizational service delivery plan
Definition
Done by workers and bosses
Term
SOP process
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
Directly

Indirectly
Term
In addition to treating the patient, who else are we treating?
Definition
Entire Scene
Term
Decisions and Actions driven by:
Definition
SOP's
Direct Orders
Conscious Decisions
Term
Looking to deliver this type of service.
Definition
WOW service
Term
Shock Absorber
Definition
Coworkers
Term
Interpersonal relationships defined by:
Definition
Recipient
Term
Harrassment Elimination
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
Procedures
Definition
Outlines that dictate the way we operate.
Term
Company Officer
Definition
The absolute essential fire department customer service player
Term
Customer Centered
Definition
Customer needs, perceptions, and feelings drive the the look and behavior of the service delivery system.
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