Customer Service and Organizational Behavior

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Questions and Answers

What is the result of a refined system where members are empowered to operate?

Investment in human resources

Basic organizational behavior

Sustained regional commitment

Added value and quality service (correct)

What is a benefit of providing exceptional customer service?

Reduced resources and benefits

Negative job satisfaction

Increased bad press

It saves lives and property (correct)

What is necessary for exceptional customer service?

Providing added value (correct)

Reducing job satisfaction

Eliminating bad press

Increasing paperwork

What does exceptional customer service help to build?

Positive relationships and trust Signup and view all the answers

Why is providing exceptional customer service important?

It's the right thing to do Signup and view all the answers

What happens when members are empowered to operate?

They provide caring service with quality and value Signup and view all the answers

What is the main focus of the Central Arizona Life Safety System Response Council?

Providing exceptional customer service Signup and view all the answers

Who is considered a customer according to CALSSRC?

Any person who receives our services and anyone who has dealings with our members Signup and view all the answers

Why is it important to provide excellent customer service?

To solve the customer's problem and leave a positive impression Signup and view all the answers

What is included in CALSSRC's definition of customer?

The service recipient, their family, friends, and neighbors, and people encountered during work Signup and view all the answers

What is the impact of every interaction with customers?

It is an opportunity to solve their problem and leave a positive, lasting impression Signup and view all the answers

What is the priority of CALSSRC?

To deliver the best customer service possible Signup and view all the answers

Who is treated in a positive way by CALSSRC?

All customers, including the people we encounter during our workday Signup and view all the answers

What is the result of treating customers in a positive way?

A positive, lasting impression Signup and view all the answers

What is the main goal of providing added value to customers?

To create a feeling that the customer was the most important person we served all day Signup and view all the answers

What is the primary factor in determining whether a member is empowered to provide exceptional customer service?

Their evaluation of the situation based on a set of guiding principles Signup and view all the answers

What is exceptional customer service?

Going beyond standard service to create a positive customer experience Signup and view all the answers

Why is it important to create and sustain a positive public image?

To build trust and respect with the community Signup and view all the answers

How should members respond to customer situations?

As an urgent event Signup and view all the answers

What is the primary focus of customer service?

Providing a positive customer experience Signup and view all the answers

What is the purpose of the guiding principles for providing exceptional customer service?

To provide a framework for evaluating customer service decisions Signup and view all the answers

What is the key to providing exceptional customer service?

Using a little extra effort and imagination Signup and view all the answers

Study Notes

Customer Service Management

Company Officers and Command Officers are responsible for providing a work environment that empowers members to operate with exceptional customer service and added value.
The organization aims to provide a customer-oriented environment where members are responsible for taking care of customers with respect, kindness, patience, and consideration.

Importance of Customer Service

Providing exceptional customer service with added value saves lives and property, builds positive relationships and trust within the membership and community, and secures adequate resources and benefits.
It also leads to positive job satisfaction, places the organization in a competitive position, and eliminates bad press, liability, and extra paperwork.

Customer Service Expectations

Members are expected to respond quickly, skillfully, and positively to every customer, treating them as if they are the most important person being served.
They should identify and act on opportunities to provide added value, which requires a little extra effort to make the customer feel cared for.
Added value is achieved when members go beyond standard customer service to create a feeling that the customer is the most important person being served.

Empowerment to Provide Exceptional Customer Service

Members are empowered to provide exceptional customer service based on their abilities and imagination, as long as it meets certain criteria.
The criteria include: 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?, and Is it consistent with the department's values and policies?

Creating a Positive Public Image

Members are expected to create and sustain a positive public image by following standard operating procedures, being professional at all times, and giving customers their undivided attention.

Definition of Customer

The customer is defined as anyone who receives the organization's services and anyone with whom the members have dealings, including service recipients, their family and friends, and people encountered during the workday.

Customer Service Goals

The organization's mission and number one priority is to deliver the best customer service possible, with every interaction being an opportunity to solve the customer's problem and leave a positive, lasting impression.

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Description

This quiz covers the importance of customer service and organizational behavior in a workplace. It emphasizes the need for a refined system where members are empowered to provide quality service with value.