4194416
Description
Flashcards by Roger Vares, updated more than 1 year ago
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Created by Roger Vares
over 8 years ago
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| Question | Answer |
| 5 ways a captain can create customer service culture | 1 Provide leadership of acceptable 2 set a good example 3 communicate the mission 4 support field members 5 publicly recognize outstanding effort |
| Customer KARE | Knowledge Attitude Respect Excellence |
| Customer service model | 1 Always be nice 2 provide best possible service 3 everyone is a customer 4 treat people the way you want to be treated 5 don't disqualify customers 6 consider what it looks like to others 7 work on improving customer service 8 everyone plays a part 9 to the customer you are the organization |
| Feel felt why technique | I understand how you feel I felt the same way before being a FF let me explain why |
| 7 actions to teach new ff when dealing with customers | 1 be friendly 2 make eye contact 3 give your full attention 4 say please and thank you 5 use sir and ma'am 6 avoid confrontation 7 direct people w/ questions to supervisor |
| 4 questions of ethical behavior | 1 is it legal moral and ethical 2 is it at my level of expertise/training 3 does it align with the mission organization 4 is it something my family would be proud of |
| Personal development | "the majority of problems ion life are poor people skills" One single firefighter can effect |
| First impession | when they call 911 the expect respect |
| the Lifeblood of the organization | Customer service our purpose is to serve |
| 6 ways customer service benefit you and your organization you will ..... | 1 be known for your professionalism 2 develop a rep for - to + 3 create a + public image 4 gain community support 5 improve the morale of the org. 6 you will satisfy the customer and the boss |
| 6 way poor customer service affects you org. | 1 negative press 2 increase possible legal issues 3 more discipline problems 4 more problems then don't exist 5 bad reputation 6 decrease morale |
| examples of unacceptable customer service | 1 failure to provide the service you promised 2 unpleasant surprises 3 unrealistic customer surprises 4 delayed responses 5 ignoring or minimizing customers concerns 6 bad manners |
| 3 ways to stand out at service | 1 what can I give them that they cant get somewhere else? 2 how can I make them feel we went above and beyond? 3 what can I give that is totally unexpected? |
| Engage and connect | important to be doing something, not just be seen. |
| recognition book | Public view scrapbook 1 shows members you value them 2examples of outstanding service 3 reference book of customer appreciation 4 can be passed down through the years |
| social media rules | 1 ID page objectives 2 stay away for politics 3 keep (1 to 4) administrators 4 nothing controversial 5 pass on community news, like promotions |
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