Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
28 Cards in this Set
- Front
- Back
What is our essential mission and priority
|
to deliver the best possible service to our customers
|
|
Treat everyone with what 4 basic rules of humanity
|
respect, kindness, patience and consideration
|
|
Civilians will remember 3 basic observations about our service
|
1. quick response time
2. skillful performance that solved the problem 3. positive personal treatment |
|
Out of the 3 basic observations about our service, which one has the biggest effect on a person
|
positive personal treatment
|
|
Finish this sentence:
Talking nice is easy, |
doing nice is tough
|
|
Why can our job involve emotional labor
|
because we have to act nice under circumstances where we rightously should not have to act nice
|
|
Always attempt to execute a standard problem solving outcome by using what kind of qualities
|
quick, effective, skillful, safe, caring, managed
|
|
In Brunacini's words, what is the one word goal that we try to achieve
|
the goal is to create a WOW reaction from the public
|
|
when he says "quick" what does Brunacini mean?
|
behave as if the problem is urgent untio the call is over
|
|
when he says "effective" what does Brunacini mean?
|
the very practical capability to consistently operate and perform in a manner that solves the incident
|
|
when he says "skillful" what does Brunacini mean?
|
we must maintain a high skill level in order for the public to have confidence in us
|
|
When he says "caring" what does Brunacini mean?
|
if we take care of ourselves within the firehouse, and at home, we take care of the public better
|
|
When he says "managed" what does Brunacini mean
|
going the extra stop to help our customers
|
|
True or False
delivering WOW service is alot easier said than done |
True
|
|
WOW service produces many outcomes, name them
|
- secures and maintains adequate resources
- happy customers, bosses, voters and workers - brings out the best in us, provides job satisfaction - places us in the best position to compete - completes our basic customer promis - its fun to be good and to do good |
|
doing it right the fire time will eliminate ___
|
bad press, liability, lawyers, lots of meetings, and lots of extra paperwork
|
|
How we treat family members of the victim is as important as ____
|
how we treat the victim
|
|
How do manage bystanders at a scene
|
in a gentle and positive way
|
|
Saying what to good samaritans huge
|
thanks
|
|
How should we handle PD, AMR, city works, PG and E
|
play nice with all of them
|
|
The parts and plan to create and maintain a positive image include what basic elements
|
Member - we act how we look. Uniforms make us look clean, organized and professional
Facilities - keeping a nice neat firehouse that is visible to the public creates trust and admiration Fire engines, tools and equipment - keeping a clean engine and organized equipment will speak volumes to the coustomers on how we operate Presence / behavior - dont act like delivering your service is an inconvenience to you. |
|
Simplified mission statement according to Brunacini
|
- prevent harm
- survive - be nice |
|
Basic firefighter empowerment. If you can answer yes to the following questions, don't ask for permission, just do it!
|
- is it the right thing for the customer
- is it the right thing for the department - is it legal, ethical and nice - is it safe - is it on your organizational level - is it something you are willing to be accountable for - is it consistent wih your departments values and policies |
|
Todays firefighters are a combination of the new and old, explain
|
much improved in the qualifications, training and education but still meeting challenges aggressively, sometimes acting on emotion and always meeting whatever challenge is present. Love commitment and hate compromise
|
|
To the customer we have become and agency of ___ resort and ___ resort
|
first, last
|
|
What is the crux of paradox?
|
if we disqualify the customer in the short term, they will disqualify us in the long term
|
|
Name the various parts of the service delivery system required to consistently produce standard problem solving customer service
|
- quick
- effective - skillful - safe - caring |
|
Basic fire dept customer service delivery on the business end involves three major players, name them
|
- workers
- bosses - customers |