FR-A-106 Customer Complaints and Inquiries
38 Questions
1 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is the primary purpose of the established guidelines regarding customer complaints and inquiries?

  • To collect data for future service improvements
  • To create a tracking system for customer inquiries
  • To ensure satisfaction of customers' concerns while addressing dissatisfaction factors (correct)
  • To inform customers about Fire Rescue policies

Who is responsible for future updates to the PPM regarding customer complaints?

  • The PPM Committee
  • The Deputy Chief of Operations
  • The Fire Rescue Administrator alone
  • The Deputy Chief of Administration and the PPM Committee (correct)

What does the term 'inquiry' refer to in the context of customer interactions?

  • A request from a customer for information (correct)
  • An expression of dissatisfaction with Fire Rescue services
  • A formal complaint regarding services
  • An investigation into Fire Rescue policies

Which of the following is NOT considered a type of complaint according to the established definitions?

<p>Requesting information about lost items (C)</p> Signup and view all the answers

Which of the following is a type of documentation included as an attachment in the customer complaints policy?

<p>Customer Complaint Checklist (C)</p> Signup and view all the answers

Which personnel are covered under the scope of the customer complaints and inquiries policy?

<p>All Fire Rescue personnel and any representatives of Fire Rescue (B)</p> Signup and view all the answers

What should be the ultimate goal in addressing customer complaints according to the established guidelines?

<p>To satisfy customers and improve service quality (C)</p> Signup and view all the answers

What is the significance of the issue date and effective date noted in the policy?

<p>They designate when the policy was proposed and implemented (B)</p> Signup and view all the answers

What should the initiating officer do if the District Chief/Supervisor is unavailable?

<p>Inform the appropriate Battalion Chief/Supervisor (C)</p> Signup and view all the answers

Who is responsible for obtaining a Customer Complaint Tracking number?

<p>The Administrative Secretary or Fire Operations Officer (B)</p> Signup and view all the answers

What is required of the District Chief/Supervisor after receiving a customer complaint?

<p>To follow-up with the customer and assign an EMS Captain for review (C)</p> Signup and view all the answers

What role does the Customer Complaint Checklist (FR-A-106 Attachment B) serve?

<p>To help the fact-finding officer and serve as a cover sheet (D)</p> Signup and view all the answers

What document guides the overall process of managing customer complaints?

<p>Customer Complaint Field Operating Guide (FR-A-106 Attachment C) (B)</p> Signup and view all the answers

Which section must all actions taken regarding a customer complaint be summarized in?

<p>Customer Complaint Form (FR-A-106 Attachment A) (B)</p> Signup and view all the answers

What is the main purpose of the fact-finding review conducted by the designated officer?

<p>To document all involved parties' statements (B)</p> Signup and view all the answers

What initial action is the initiating officer expected to take upon receiving a customer complaint?

<p>Inform the District Chief/Supervisor verbally (C)</p> Signup and view all the answers

Who is responsible for receiving complaints and inquiries related to Communications Center personnel?

<p>Communications Center Supervisor (A)</p> Signup and view all the answers

What must the Communications Center Supervisor obtain to process a complaint?

<p>Customer Complaint Tracking Number (A)</p> Signup and view all the answers

Which document is used to document the complaint?

<p>Customer Complaint Form (B)</p> Signup and view all the answers

After documenting a complaint, who is notified about it?

<p>Alarm Office Manager and Deputy Chief of Support Services (C)</p> Signup and view all the answers

What is the purpose of reviewing completed and closed customer complaints?

<p>Identify service improvement areas (B)</p> Signup and view all the answers

What is the sequence of notifying authorities after a complaint is documented?

<p>Communications Center Supervisor, Alarm Office Manager, Deputy Chief of Support Services (B)</p> Signup and view all the answers

What is the timeframe for the District Chief/Supervisor to contact a customer after receiving a complaint?

<p>Within one business day (D)</p> Signup and view all the answers

Which document is NOT required for customer inquiries as per the policy?

<p>Customer Complaint Checklist (A), Crew statements (B), Customer Complaint Form (D)</p> Signup and view all the answers

Who is authorized to initiate the Customer Complaint Form?

<p>A Lieutenant or higher ranking officer (D)</p> Signup and view all the answers

How long does the District Chief/Supervisor have to submit the final customer complaint file?

<p>30 days (D)</p> Signup and view all the answers

What role does Operations play concerning customer inquiries?

<p>They serve as a clearinghouse for inquiries and comments. (C)</p> Signup and view all the answers

Which attachment is related to customer complaints?

<p>FR-A-106 Attachment A (D)</p> Signup and view all the answers

What is the primary function of the Customer Inquiry Log?

<p>To document and track customer inquiries (B)</p> Signup and view all the answers

What occurs after the information received section of the Customer Complaint Form is completed?

<p>It is transmitted to the District Chief/Supervisor. (D)</p> Signup and view all the answers

What is a requirement for obtaining written statements from personnel?

<p>When the fact-finding officer deems it necessary. (B), When decisions do not align with customer expectations. (D)</p> Signup and view all the answers

In what scenario should the District Chief/Supervisor be consulted after a fact-finding investigation?

<p>If the investigation may lead to disciplinary actions. (D)</p> Signup and view all the answers

What should be documented if disciplinary action is not warranted?

<p>Counseling and corrective measures. (D)</p> Signup and view all the answers

When is a customer complaint deemed necessary for the fact-finding officer to address?

<p>If it relates to property damage or poor treatment. (A), When it involves the potential for disciplinary action. (B)</p> Signup and view all the answers

What is the purpose of the Customer Complaint Form (FR-A-106 Attachment A)?

<p>To document the findings of the complaint investigation. (D)</p> Signup and view all the answers

Which of the following is not a situation where written statements must be obtained?

<p>A customer requesting additional services. (C)</p> Signup and view all the answers

What action is required after addressing a customer complaint internally?

<p>Contact the District Chief/Supervisor with findings. (C)</p> Signup and view all the answers

Which document should be followed if disciplinary action is deemed warranted?

<p>Firefighters Bill of Rights (PPM FR-A-102). (D)</p> Signup and view all the answers

Flashcards

Customer Inquiry

A request for information from customers, regarding things like lost property or getting help securing something.

Customer Complaint

An expression of dissatisfaction with Palm Beach County Fire Rescue services, related to things like misconduct or decision-making issues.

Policy Updates

The responsibility of the Deputy Chief of Administration and the PPM Committee is to manage and make any necessary changes to this document.

Documenting Complaints and Inquiries

Each customer complaint or inquiry needs to be written down in detail for record-keeping purposes.

Signup and view all the flashcards

Customer Contact Timeline

The District Chief or Supervisor should reach out to the affected customers within one business day to address their concern or question.

Signup and view all the flashcards

Complaint Documentation Deadline

All the final documentation regarding a customer complaint needs to be finished and submitted within 30 days.

Signup and view all the flashcards

Centralized Documentation

Operations and Administrative Services handles all the information related to complaints and inquiries, ensuring they are organized and tracked properly.

Signup and view all the flashcards

Customer Inquiry Log

Used to record customer inquiries. No further documentation like checklists or crew statements are needed.

Signup and view all the flashcards

Customer Complaint Form

A specific form used for recording customer complaints. It can only be initiated by a Fire Rescue official with the rank of Lieutenant or higher.

Signup and view all the flashcards

Initial Communication

Upon receiving a customer complaint, the initiating officer is required to have a conversation with the District Chief or Supervisor.

Signup and view all the flashcards

Complaint Tracking Number

A unique number is assigned to every complaint to make it easy to track and manage.

Signup and view all the flashcards

Complaint Follow Up

The District Chief or Supervisor will talk to the customer about the complaint and assign a specific officer to investigate the circumstances.

Signup and view all the flashcards

Customer Complaint Checklist

A detailed checklist provides guidance throughout the investigation of a customer complaint.

Signup and view all the flashcards

Collecting Statements

When necessary, written statements are gathered from individuals involved in the complaint, especially for allegations like negligence or inappropriate behavior.

Signup and view all the flashcards

Disciplinary Actions

If the investigation leads to the need for disciplinary actions, consultation with a District Chief or Supervisor is necessary.

Signup and view all the flashcards

Firefighters Bill of Rights

When disciplinary action is being considered, the Firefighters Bill of Rights must be adhered to.

Signup and view all the flashcards

Communication Center Complaints

Complaints received at the Communication Center are managed by the supervisor on duty.

Signup and view all the flashcards

Customer Service Review

Once a complaint is resolved, it may be reviewed by a team specifically focused on customer service quality.

Signup and view all the flashcards

Policy Supersedes Previous Versions

The current policy replaces any previous versions, even those going back to August 23, 1991.

Signup and view all the flashcards

Study Notes

Customer Complaints and Inquiries Policy Overview

  • Aims to resolve customer concerns while identifying causes of dissatisfaction.

Definitions

  • Inquiry: A request for information from customers (e.g., lost item assistance, securing property).
  • Complaint: An expression of dissatisfaction with Fire Rescue services (e.g., misconduct allegations, dissatisfaction with decisions).

Policy Requirements

  • Document all customer complaints and inquiries.
  • District Chief/Supervisor to contact affected customers within one business day.
  • Final customer complaint documentation due within 30 days.

Procedures for Inquiries and Complaints

  • Centralized Documentation: Operations and Administrative Services to manage and track complaints and inquiries.
  • Customer Inquiry Log: Used to document inquiries; does not require a checklist or crew statements.

Customer Complaints

  • Documented using the Customer Complaint Form; can only be initiated by a Lieutenant or higher.
  • The initiating officer must make verbal contact with the District Chief/Supervisor upon first complaint contact.

Complaint Tracking Process

  • A Customer Complaint Tracking number is issued when a complaint is filed.
  • The District Chief/Supervisor must follow up with the customer and designate an officer for a fact-finding review.

Documentation and Investigation

  • Use the Customer Complaint Checklist as a guide throughout the investigation.
  • Collect written statements from involved personnel when necessary (e.g., claims of negligence or poor treatment).

Disciplinary Actions

  • Consult with a District Chief/Supervisor if disciplinary measures may be needed based on findings.
  • Follow the Firefighters Bill of Rights if disciplinary action is applicable.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Quiz Team

Related Documents

Palm Beach County Fire Rescue Customer Complaints & Inquiries PDF

Description

This quiz covers the guidelines established for handling customer complaints and inquiries within Palm Beach County Fire Rescue. It focuses on the effective resolution of customer concerns and the identification of the causes of dissatisfaction. Test your knowledge on these essential policies and procedures.

More Like This

Use Quizgecko on...
Browser
Open
Browser
Browser