Essentials of Fire Department Customer Service Practice Test

These questions are part of the practice quiz. Start practicing

• Notes on change emphasize that systems are described as what?
• What standard should service quality be judged by?
• What should you treat everyone with in service interactions?
• In the simple command/action transfer plan, which component describes the steps taken?
• When developing a change plan for our own organization, which outcome is identified as the focus?
• What action did the engine crew take regarding the MVA victim's dog?
• Decisions and actions should be driven by?
• The author suspects that basic customer service is what?
• Which term best captures the role that frontline personnel play in shaping customer perception of the department?
• What do Phoenix Firefighters eat for breakfast?
• If decisions are driven by SOP, what is a likely effect on response reliability?
• For fire department service delivery, added WOW value can only occur after which combination?
• Which term is a key patience word?
• What describes the relationship between planning and coaching?
• Basic observation about harassment?
• What emerges out of standard operations?
• Which option demonstrates patience in difficult interactions?
• What happens to closed systems, as noted in the material?
• Harassment in the workplace must be stopped by which role?
• What does the term emotional labor refer to in this context?
• Finish the statement: Don't hide in _______?
• Management by objective education foundation is based on which concept?
• The organization wrecking process occurs when members lose the feeling of what toward their department?
• Which orientation should middle management support?
• What is a 'booted'?
• What happens to the change agent during change according to the notes?
• In fire department slang, what does the term 'booted' refer to?
• The point of the management delivery drill is to improve actual service delivery.
• Customer service Mission statement?
• The empowerment approach is probably the toughest way to _____ and _____ a fire department.
• How many times a day does the speaker pinch themselves?
• The most effective way we can support Human Resources is to develop which?
• What best describes the relationship between learning and change management in this material?
• Our behavior in public ground rules should be?
• Survive concept?
• Which item is NOT typically considered part of fire department physical assets?
• What is a primary service delivery expectation in customer interactions?
• The quick, easy and nonbureaucratic access that customers currently have to our system sets up a process where they get to?
• The conflict referenced begins in which year?
• Senior management operate on the ______ level.
• Which of the following is a basic observation mentioned by happy customers?
• At the organizational level, you are accountable for what?
• The 'Dance card' in fire service lists which areas?
• In 1995, how many alarms were noted for Phoenix FD?
• Which statement reflects the proactive customer-service mindset described?
• Who can only do the GO Part?
• What two questions do we ask ourselves about our boss?
• The starting point for expanding our positive image is to use which concept?
• What outlines the way we will operate in a standard situation and how we will react to standard conditions?
• Major operation objective for a business is which of the following?
• Don't ever sacrifice a relationship for an?
• A personal change plan should focus on which outcome?
• NOT listed as a major behavior of an effective service delivery plan?
• Who are the bosses in this model?
• Which factor is named as a driver for decisions and actions?
• We have always done the very best we could for our customers, but?
• Which statement best describes the basic personality of firefighters?
• Old time fire department organization charts weren't a bad design if you were fighting a war in?
• What element forms the core of the local service delivery system?
• Which war does the material reference when evaluating old department charts?
• Empowerment does not
• Effective team management requires a coaching system that provides a plan for which phases?
• Excellent fire department service is the result of which approach?
• What is the universal signal word for the organization wrecking process?
• Effective team information management is the result of which practices?
• Which war is used in the material to judge organizational design?
• Which term describes adopting modern principles to maximize organizational and HR outcomes?
• In the change process, who is typically the one to be challenged or pressured?
• The organizational investment to increase our firefighters' capabilities focuses on which two attributes?
• In the context of change management, which stance is recommended for dealing with uncertainty?
• The standard service delivery plan for effectively dealing with family members must include which of the following elements?
• A major element in the incident operational process is how we treat each other.
• The service delivery plan requires which elements?
• Where did the author work?
• What is the starting point for expanding our positive image in customer service?
• Effective performance and successful survival within this environment requires our members to be?
• Which term is included as a key respect word?
• Self-discipline is by far the best ______?
• Skillful is the product of paying attention to what?
• How should change be regarded according to the material?
• Effective team-information management is always the result of?
• Basic firefighter empowerment 'just do it' emphasizes decisions that are which of the following?
• Which statement best describes the relationship between standard operations and adaptability?
• The firefighter in control of that customer impression becomes our department ______ ______?
• The empowerment shift must be started and managed by the ______.
• Which of the following is NOT a basic 'nice' behavior?
• Which statement best captures the driver of future fire service changes?
• What term describes a productivity-impeding constraint caused by harassment?
• Currently there's fire service change is driven by ?
• Which of the following is a key kindness word?
• According to the notes on change, most fire service change is driven by which factor?
• Which two factors are cited as influencing the establishment of a relationship with your customer?
• Opportunity Category 4 instructs which approach?
• A firefighter who delivers WOW service is described as?
• What is an ongoing leadership challenge in managing fire department operations?
• Strong partnerships are the product of what in the program management package?
• Senior Managers operate on what level?
• Which factor is the key to team success according to management practice?
• Family gets wrecked from the______?
• Most tactical situations are a combination of a lot of what?
• When should a team member be assigned to a customer?
• How many sentences describe the quick/skillful response in the material?
• What is necessary to ensure consistent performance by teams?
• Which statement best describes Quick?
• Which of the following describes kindness behaviors?
• 'Skillful' is the production of paying attention to what?
• Opportunity Category 3 describes which outcome?
• Change will generally beat up the ______.
• Good performance should be which of the following?
• Nice is a combination of?
• Our most important asset?
• The material notes harassment may affect which named individual?
• What should leaders replace to support service delivery?
• Who is primarily responsible for initiating the empowerment shift?
• Outside people are defined as which group in this context?
• The 'inside people' vs 'outside people' distinction refers to which idea?
• According to the notes on change, how should change be regarded?
• Which phrase best describes the firefighters recruited for emergency responses?
• The statement suggests that the old charts were not a bad design in the context of a conflict that began in?
• What current catalyst for change in fire services?
• The action model is described as what?
• In customer service, returning control to the customer means?
• According to the material, success or fun is equated with which action?
• In the basic framework, who provides command and oversight?
• The '_______' empowerment routine is described as a new trick for a lot of us old fire officer dogs.
• Expanded customer consideration includes?
• A new name for Fire Departments?
• Which statement best describes what part of the system the customer cares most about?
• Which term captures the goal of applying modern principles to the organization and HR?
• Which of the following is one of the three basic observations customers make about our service?
• Our service naturally involves through stages of which term?
• When we become preoccupied, which parts of our operation do we tend to focus on?
• Which statement best describes the approach for lasting change?
• Expanded customer consideration includes which of the following groups?
• The author believes that the fire department should subliminally be renamed to the?
• Major behaviors of effective service delivery game plan include which of the following?
• Harassment can involve personal differences; which of the following is listed as an example?
• How did the OIC deal with the lumber yard owner during the fire?
• How many major topics/areas of opportunity are there?
• Our local service delivery system is made up of?
• If harassment is ignored, the team performance is likely to be affected by what?
• Which statement best captures the author's view on how new ideas should be treated to improve service?
• What do standard operating procedures in incident management primarily ensure?
• Performance problems should be?
• What is the key action when addressing the entire scene to ensure proper handling?
• Protecting our member requires we put our ______, ______, and ______ where our mouth is.
• Our apparatus serves as an important source of which two concepts to indicate our special customer service mission?
• Support must now replace old time?
• Which statement best describes the recommended tone after an emergency?
• Systems are?
• During periods of active change, learning and communication are joined at the hip because?
• Caring is the result of which combination of management attributes?
• Which statement best describes the 'Critical deployment objective'?
• Which term aligns with kindness?
• WOW service produces outcomes such as the following; which option lists the outcomes described?
• Emotional labor must be supported by a combination of elements in the fire department context. Which of the following best represents those elements?
• Basic fire department customer service delivery on the business end involves three major players. Which option lists all three correctly?
• Human to human process begins with which event?
• A major management challenge is how to construct?
• Which term describes the product of paying attention to programming and practice of our firefighters?
• What provides the most practical and understandable direction for managing current fire service change?
• The added 'WOW!' factor cannot be achieved without which of the following?
• Which principle best explains how partnerships are formed in the program management package?
• Which term describes viewing change as a process rather than a single event?
• _________ is the glue that holds us together!
• Making a service delivery plan consistently work requires which combination?
• Which statement best captures how effectiveness should be evaluated to avoid shortchanging customers?
• Which three aspects make up Mrs. Smith's observations of service?
• What kind of information should change messages be based on?
• Introduce yourself after the immediate emergency has passed is considered which of the following?
• We must recognize that customer change must drive?
• Fire companies operate on a ______ level.
• In the behavior in public ground rules, which description best captures the expected demeanor?
• Which term is a key respect word in customer service values?
• Which statement reflects the recommended approach to interactions with the public?
• Most important part of a modern organization?
• An absolute essential fire department customer service player is the?
• Which statement best describes Skillful?
• Customer service standards should be which of the following?
• Which phrase best describes how empowerment connects the customer and the workers?
• What is the hazard of excessive congregation?
• Which elements are included in a proper service introduction?
• Which statement best captures our mission and priority?
• Which concept guides the organization's approach to customers and its positive image?
• Effective is best described as involving what?
• What service delivery improvements most dramatically changed our business?
• 'Managed' comes from applying what?
• The point of the entire management development drill is to improve which area?
• A major management challenge is to construct practical, useful direction. Which option best reflects this statement?
• Which of the following is listed as a basic 'nice' behavior?
• Which attitude supports successful long-term change?
• Which word completes the phrase 'Closed systems' as presented?
• What is the hazard of excessive congregation?
• Standard service delivery plan for effectively dealing with family members?
• Most effective way to send a believable message about customer service to our troops?
• Which statement best describes Caring?
• A negative internal organizational environment causes
• What is our essential mission and number one priority?
• Who is described as an absolute essential fire department customer service player?
• Opportunity Category 2 describes which guidance?
• Phoenix is the seventh largest city in the United States. What is its rank?
• When should a team member be assigned to a customer to deal with their needs?
• Constantly nice behavior produces which attitudes?
• How do you translate a good idea to an effective service delivery operation?
• Most tactical situations are a combination of a lot of what?
• Harassment creates what?
• Which phrase describes a key considerate word?
• Which group is responsible for setting strategic direction and policies?
• Which phrase best describes a key considerate word?
• How should we evaluate our effectiveness to avoid shortchanging the customer?
• Performing an inter agency critique is a good way to build what?
• What should you do with a performance problem?
• In the service delivery analogy, the coaching should be which of the following?
• What word completes the sentence: Phoenix firefighters have eaten ____ for breakfast and had fun doing it?
• Which behaviors reflect patience?
• In the chainsaw analogy, what concept is emphasized?
• How should we regard everyone we encounter in service interactions?
• The term 'Dance card' refers to which concept in the fire service?
• During active change, learning and communication must be based on what to be effective?
• Which outcome best reflects the value of trusting relationships in a fire department context?
• Most tactical elements are a combination of which elements?
• What does 'Nice' get in the described context?
• Which term is associated with the end result of a safety-focused management approach?
• What element is a key part of team coordination and integration?
• Which option best describes the core service behaviors?
• It is impossible for our system to outperform the ________ level of our members?
• Customer service standards should be which of the following?
• How should you maintain a fire truck?
• Mrs. Smith's three basic observations about our service include which of the following?
• According to the source, a closed system leads to which result?
• Which year is associated with the 125,000 alarms mentioned?
• Absolute essential FD customer service player?
• Decisions and actions should be driven by which of the following?
• Which statement best describes the strategic level?
• Who should send a clear message to department members that the organization will not accept substandard customer service?
• Which option demonstrates respect, kindness, patience, and consideration in every interaction?
• What phrase best describes the maintenance philosophy for a fire apparatus?
• Which statement about verbal etiquette is correct?
• 'Safe' involves what?
• Which of the following is NOT one of the four behaviors that define being Nice to a customer?
• Which phrase best signals our special customer service mission associated with the apparatus?
• Which group is primarily responsible for executing field operations?
• What is a booster?
• Which statement best captures the role of effectiveness in service delivery?
• What is the critical deployment objective defined as QUICK?
• Which concept is described as the essence of relationships?
• Which term describes the outcome of everyday management that is humane and progressive?
• If you are unsure how to handle a situation, what should you do?
• Repackaging the organization and delivery service will regulate our survival in a?
• What is required for successful, long term change management?
• Which empowerment mantra is described as 'a new trick' for veteran firefighters?
• Being Nice to a customer can be broken down into several behaviors. Which of the following is one of those behaviors?
• Who are the customers in this model?
• What is the Boomerang effect?
• Which option is not part of the coaching plan described for managing events?
• Which are the basic behaviors for service delivery?
• What is the standard problem-solving outcome?
• Real simple command/action transfer plan is based on which component?
• Which of the following is listed as a major behavior of an effective service delivery plan?
• Which statement best describes the focus of management development in relation to service delivery?
• In the WOW service example, which characteristic should the responding crew exhibit?
• Which attribute is described as required and immediately available to fight in this environment?
• The customer will care most about which part of the system?
• Which actions demonstrate consideration?
• The smart money has changed the 'O' in MBO to which concept?
• Which of the following is listed as a WOW service outcome?
• The phrase "A fire department is a combination of two closely connected" refers to which concept?
• Which item is NOT one of the major customer-service players?
• Which term represents the foundation of the customer service philosophy described (focusing on quality)?
• Which role is considered an essential fire department customer service player?
• Should there be S.O.P.s for how a fireman should act on a scene and present himself?
• Which of the following is NOT part of guidelines to create positive public impressions?
• Which management principle is described as part of the planning and coaching approach?
• Opportunity Category 5 emphasizes which consideration?
• How do we short change the customer?
• The current vision for affective service delivery involves which of the following?
• Our essential mission and number 1 priority is to...
• Which etiquette item is emphasized in incident operations charm school?
• Who is the example customer used by the author to illustrate service improvements?
• Which of the following is another basic observation happy customers note?
• Which asset is identified as the organization's most important?
• Which statement best describes Safe?
• Which category best describes the parts of operation we often preoccupy ourselves with?
• Firefighters play the service delivery game a lot like a
• Which action should be avoided to preserve relationships?
• Which of the following words is associated with respect?
• What format describes the 'Nice' outcome for quick and skillful service?
• Eliminating harassment improves the effectiveness of human resources by removing which type of limitation?
• In an empowerment culture, who should initiate the shift?
• Regard change is a process not an ?
• Ownership toward the department helps prevent which process?
• What are the three major players of customer service?
• Which statement best reflects the starting point for expanding our positive image?
• Which statement is true regarding empowerment?
• When evaluating your actions, you should consider how they look to whom?
• Empowerment requires organization to clear the
• 'Quick' requires us to concentrate on what?
• Whose original fire system design is described as decentralized, quick, and action oriented?
• Which of the following is a basic observation happy customers typically write to the Fire Chief?
• Empowerment requires the organization to clear the
• Delivering service in these difficult situations to such hapless souls requires?
• Effective empowerment connects the customer and the workers in a
• Decisions and actions should be driven by?
• The author credits Ben Franklin with what contribution?
• Which statement best describes how change should be approached in organizations?
• Middle management connect and support with a ______ orientation.
• Quick requires what to happen?
• Which phrases describe Keep patience words?
• A fire department is a combination of two closely connected?
• Which statement best summarizes the relationship of the three elements—quick response, skillful performance, and positive personal treatment?
• The firefighter in control of that customer impression becomes our department's which?
• In the simple command/action transfer plan, which component refers to events that happened?
• Which statement best summarizes the culture described for incident response?
• To be effective, we must continually connect a lot of different organizational pieces into the operation of an integrated system. What must be connected?
• Which phrase best captures key considerate words?
• The basic management objective is for our team to win because of which factor?
• Which mindset is essential for implementing long-term change according to the material?
• Who should send a clear message to department members that the organization will not accept substandard customer outcomes?
• A patient with altered mental status may require which type of labor?
• What is the only effective response to harassment?
• Guidelines to create positive public impressions include which elements?
• Fire department physical assets include which items?
• Who can do the 'GO part'?
• Which description best captures how you should approach customer interactions?
• The Boomerang concept describes what relationship between bosses and workers?
• Which option correctly lists the final step of the standard service delivery plan for family members?
• Which option correctly summarizes the requirements of a service delivery plan?
• What zone is described as the 'smart zone' in tactical decision contexts?
• Don't ever sacrifice a relationship for an?
• Expanded customer consideration includes
• Which statement describes the importance of continually improving customer service performance?
• What is described as the most effective control for harassment?
• Old time FD organizational charts weren't a bad design if you were fighting a war in what year?
• Phoenix has been, and still is, a very progressive, positive and encouraging place to operate and deliver service. How would you describe Phoenix?
• Creating and maintaining a customer focus is described as what kind of leadership challenge?
• In the simple command/action transfer plan, which component is the plan itself?
• Safe involves strength in which areas?
• What statement best describes the author's view of each individual's role on the fire ground?
• Abusive interpersonal behavior in the workplace is best described as which term?
• Where does the 'tape' keep us?
• The term 'Closed systems' is linked to which outcome in the material?
• To achieve successful change, you should avoid being paralyzed by...
• The essence and result of relationships is?
• Which of the following is considered by far the best control?
• Which practice should you avoid when engaging with customers?
• The vision described 'coordinated teams of well-trained, managed and motivated firefighters' is part of which concept?
• A major team coordination and integration element is ?
• Managed is defined by applying what to get the best from the organization and Human Resources?
• Which statement summarizes guidance for Opportunity Category 2?
• 'Effective' involves what?
• Which statement best reflects the author's view on talking nicely versus doing nicely?
• Procedures outline the way we will operate in a standard situation and how we will react to a standard condition. Which two terms complete this framework?
• Basic observations of harassment include which statement?
• What is the essence and result of relationships?
• In the context of service delivery, what is described as the foundation of any level of services effective execution that solves the problem?
• Who does the author mean when he states "people games"?
• The ultimate test of why we are doing any other departmental activity is which?
• The empowerment approach is probably the
• Our apparatus is an important source of '____' and '____' to indicate our special customer service mission.
• Who updated the dog owner's status regarding the dog's condition in the MVA scenario?
• Replace 'I'm in charge here' with which question?
• The intended message of a fireman's uniform is to convey readiness for action.
• Which mindset should be eliminated from crew culture?
• Which statement best reflects the need for basic organizational behavior to become customer-centered?
• Effective team information management is?
• +A fireman's uniform should come off that he is... ready for action (like an athlete) rather than ready to control (police officer).
• General objective of the positive image plan?
• In the material, what is the outcome associated with 'Closed systems'?
• Leaders must replace artificial rank induced control with what?
• Successful long term change management requires that we are not paralyzed by the past or terrorized by the future.
• Which three access characteristics describe how customers currently access the system?
• In the context, which term refers to people outside the organization who receive services?
• Which level do fire companies operate at?
• Which is the proper basis for decisions and actions in incident operations?
• We must develop the resources and techniques to ______ the entire scene.
• Which statement best describes the role of organizational pieces in an integrated system?
• What is the O in MBO in today’s environment?
• When a patient is truly in trouble, they focus on and remember the ____ instead of the technology used.
• Effective longevity at all levels?
• The empowerment approach is the toughest to package and manage a fire department?
• Which practice helps avoid disqualifying the customer with your qualifications?
• Everyone must develop the resources and techniques to '____' the entire scene.
• When developing a change plan for your organization, which outcome is emphasized according to the material?
• What does the author hope to accomplish for his readers?
• What message should the officer send re harassment?
• Our current vision for effective service delivery involves coordinated teams of:
• The human-to-human process begins with the initial call to which entity?
• Which group is described as producing WOW service?
• Fire companies directly deliver what, and on which level do they operate?
• What is the author's favorite mission statement?
• What action demonstrates proactive service in the lumber yard incident?
• "Wrecking process" occurs when members lose the feeling of ________ for their department!
• Who are the workers in a basic fire department customer service delivery model?
• In the simple command/action transfer plan, which component involves receiving feedback?
• What is the most un-nice thing that can happen inside our system?
• What are Sail firefighters?
• Which phrase best summarizes our approach to customer service delivery?
• Opportunity Category 1 describes which focus?
• 'Caring' is the result of what?
• Leaders must replace artificial rank induced control with?
• Harassment can involve personal differences; which list contains relevant factors?
• Which is a key patience word?
• Which group has the responsibility to communicate expectations for customer service standards?
• Middle managers connect in support with which orientation?
• What part of the system are customers most focused on?