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28 Cards in this Set
- Front
- Back
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What is our essential mission and priority
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to deliver the best possible service to our customers
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Treat everyone with what 4 basic rules of humanity
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respect, kindness, patience and consideration
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Civilians will remember 3 basic observations about our service
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1. quick response time
2. skillful performance that solved the problem 3. positive personal treatment |
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Out of the 3 basic observations about our service, which one has the biggest effect on a person
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positive personal treatment
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Finish this sentence:
Talking nice is easy, |
doing nice is tough
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Why can our job involve emotional labor
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because we have to act nice under circumstances where we rightously should not have to act nice
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Always attempt to execute a standard problem solving outcome by using what kind of qualities
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quick, effective, skillful, safe, caring, managed
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In Brunacini's words, what is the one word goal that we try to achieve
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the goal is to create a WOW reaction from the public
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when he says "quick" what does Brunacini mean?
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behave as if the problem is urgent untio the call is over
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when he says "effective" what does Brunacini mean?
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the very practical capability to consistently operate and perform in a manner that solves the incident
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when he says "skillful" what does Brunacini mean?
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we must maintain a high skill level in order for the public to have confidence in us
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When he says "caring" what does Brunacini mean?
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if we take care of ourselves within the firehouse, and at home, we take care of the public better
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When he says "managed" what does Brunacini mean
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going the extra stop to help our customers
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True or False
delivering WOW service is alot easier said than done |
True
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WOW service produces many outcomes, name them
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- 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 |
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doing it right the fire time will eliminate ___
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bad press, liability, lawyers, lots of meetings, and lots of extra paperwork
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How we treat family members of the victim is as important as ____
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how we treat the victim
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How do manage bystanders at a scene
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in a gentle and positive way
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Saying what to good samaritans huge
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thanks
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How should we handle PD, AMR, city works, PG and E
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play nice with all of them
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The parts and plan to create and maintain a positive image include what basic elements
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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. |
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Simplified mission statement according to Brunacini
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- prevent harm
- survive - be nice |
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Basic firefighter empowerment. If you can answer yes to the following questions, don't ask for permission, just do it!
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- 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 |
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Todays firefighters are a combination of the new and old, explain
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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
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To the customer we have become and agency of ___ resort and ___ resort
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first, last
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What is the crux of paradox?
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if we disqualify the customer in the short term, they will disqualify us in the long term
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Name the various parts of the service delivery system required to consistently produce standard problem solving customer service
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- quick
- effective - skillful - safe - caring |
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Basic fire dept customer service delivery on the business end involves three major players, name them
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- workers
- bosses - customers |
