FESA Ch. 7 Terms

Questions and Answers

What is customer service primarily focused on?

Providing person-to-person interaction to ensure customer satisfaction with the purchase and company (correct)

Maximizing profits for the company

Offering technical support for product malfunctions

Conducting market research to understand customer needs

What do home (fire safety) inspection programs involve?

Routine checks by homeowners to inspect fire alarms

A government-mandated program for installing fire sprinklers in homes

Voluntary visits by fire department personnel to inspect homes for fire prevention problems and provide safety education tips (correct)

Mandatory checks for all homeowners to meet fire safety codes

What is the goal of preventive medicine?

To provide medication for all possible diseases

To diagnose diseases after they have become severe

To prevent the occurrence of a disease or halt its progression and avert complications (correct)

To promote regular physical check-ups only

What is the primary purpose of public relations?

To manage communication between an organization and the public Signup and view all the answers

Which of the following is NOT typically a goal of customer service?

Increasing product prices Signup and view all the answers

What is a potential benefit of home (fire safety) inspection programs?

They can foster a greater community awareness of fire hazards Signup and view all the answers

Which statement best describes preventive medicine?

It involves strategies aimed at maintaining health and preventing diseases Signup and view all the answers

Which of the following is a common misconception about public relations?

It is synonymous with marketing and advertising Signup and view all the answers

What is the primary objective of public relations?

To persuade the public to support a person, idea(s), philosophy, or organization Signup and view all the answers

What is a key purpose of conducting a public survey within a fire department?

To recognize public perceptions of the department’s service, identify desired improvements, and determine willingness to pay for service enhancements Signup and view all the answers

In emergency services, what does the concept of 'tiered response' aim to achieve?

A practice that uses dispatch call screening and medical evaluation to make efficient response decisions Signup and view all the answers

Which of the following is NOT a purpose of public relations?

To enforce company rules internally Signup and view all the answers

What aspect does a public survey help identify for a fire department?

The community's willingness to support new taxes for services Signup and view all the answers

Study Notes

Customer Service

Focuses on ensuring customer satisfaction through personal interaction after purchase.
Aims to enhance the overall experience and loyalty towards the company.

Home (Fire Safety) Inspection Programs

Involves voluntary inspections by fire department personnel to identify fire hazards.
Provides safety education and tips to homeowners for improving fire prevention.

Preventive Medicine

Aims to prevent diseases or stop their progression to avoid complications.
Focuses on proactive health measures rather than reactive treatments.

Public Relations

Centers around persuading the public to support individuals, ideas, or organizations.
Plays a crucial role in shaping public perception and maintaining a positive image.

Public Survey

Conducted to gather public feedback on fire department services and identify areas for improvement.
Helps in understanding community needs and gauging willingness to fund service enhancements.

Tiered Response

Refers to a strategic response mechanism that employs dispatch screening to optimize emergency service efficiency.
Enhances response decision-making based on the urgency and type of emergency, rather than deploying all units to every call.

Description

Test your knowledge on customer service principles and practices. This quiz covers key concepts that focus on enhancing customer satisfaction through effective interaction. Challenge yourself to understand what truly defines great customer service.