Phoenix Standard Operating Procedures Vol
2. Part 1 Exam Questions and Answers with
Verified Solutions | Latest Updated 2026
• Exceptional customer service is An explicit, long term, planned out, acted
the out and
result of: 201.00 refined organizational approach to service
delivery. It requires a personal
commitment,
organizational support and leadership
• The ability for an organization to Customer Service
consistently give customers what
they want is _____: 201.00
• ______ means that the Empowerment
organization
delegates official authority and
trusts
its members to provide customer
service to the level of their abilities
and imagination:201.00
,• ______ happens any time we go "Added Value"
beyond our standard quick,
effective, nice customer centered
service to create a feeling that
they
are the most important customer
we
served all:201.00
• What is the formal and informal 1. Formal- One who buys goods or
definition of a "customer" 201.00: services
2. Informal- Any person with whom one
has
dealings with
• What do you ask yourself to 1. Is it the right thing for the customer?
determine if empowered to do an 2. Is it the right thing for the Dept.?
action: 201.00 3. Is it legal, ethical and nice?
4. Is it safe?
5. Is it on your organizational level?
6. Is it something you are willing to be
accountable
for?
7. Is it consistent with our values and
policies?
, • Tactical Objectives in order of 1. Remove endangered occupants and
priority are: 201.01 transport
the injured
2. Stabilize the incident and provide for life
safety
3. Conserve property
4. Provide for the safety, accountability
and welfare
of personnel
• What are the Functions of 1. Assume and announce command,
Command according to Volume 2: establish
201.01 position
2. Size up situation (rapidly)
3. Initiate, maintain and control
communication
4. Declare strategy, develop IAP, assign
companys
5. Review, evaluate and revise as need
the IAP
6. Provide for continuity, transfer,
termination of
command
• When will the tactical worksheet Command Mode-stationary command by
be virtue of
initialized and utilized to assist in size, complexity, or potential for rapid
managing incidents: 201.01 expansion
requiring immediate strong, direct, overall
command
• The Incident Commander is Tactical Objectives
responsible for the completion of:
201.01
2. Part 1 Exam Questions and Answers with
Verified Solutions | Latest Updated 2026
• Exceptional customer service is An explicit, long term, planned out, acted
the out and
result of: 201.00 refined organizational approach to service
delivery. It requires a personal
commitment,
organizational support and leadership
• The ability for an organization to Customer Service
consistently give customers what
they want is _____: 201.00
• ______ means that the Empowerment
organization
delegates official authority and
trusts
its members to provide customer
service to the level of their abilities
and imagination:201.00
,• ______ happens any time we go "Added Value"
beyond our standard quick,
effective, nice customer centered
service to create a feeling that
they
are the most important customer
we
served all:201.00
• What is the formal and informal 1. Formal- One who buys goods or
definition of a "customer" 201.00: services
2. Informal- Any person with whom one
has
dealings with
• What do you ask yourself to 1. Is it the right thing for the customer?
determine if empowered to do an 2. Is it the right thing for the Dept.?
action: 201.00 3. Is it legal, ethical and nice?
4. Is it safe?
5. Is it on your organizational level?
6. Is it something you are willing to be
accountable
for?
7. Is it consistent with our values and
policies?
, • Tactical Objectives in order of 1. Remove endangered occupants and
priority are: 201.01 transport
the injured
2. Stabilize the incident and provide for life
safety
3. Conserve property
4. Provide for the safety, accountability
and welfare
of personnel
• What are the Functions of 1. Assume and announce command,
Command according to Volume 2: establish
201.01 position
2. Size up situation (rapidly)
3. Initiate, maintain and control
communication
4. Declare strategy, develop IAP, assign
companys
5. Review, evaluate and revise as need
the IAP
6. Provide for continuity, transfer,
termination of
command
• When will the tactical worksheet Command Mode-stationary command by
be virtue of
initialized and utilized to assist in size, complexity, or potential for rapid
managing incidents: 201.01 expansion
requiring immediate strong, direct, overall
command
• The Incident Commander is Tactical Objectives
responsible for the completion of:
201.01
