Phoenix Fire Engineer Test Volume 2 Study Guide

Customer Service Management CORRECT ANSWER Our mission and number one priority is to deliver the best customer service possible. Our members are responsible for the following as it relates to customer service. o Treat all customers with respect o Deal with the customer's situation as an urgent event o Identify and act on opportunities for added value. o Provide exceptional customer service, whenever possible. A members evaluation as to whether or not they are empowered to provide exceptional customer service Command Procedure CORRECT ANSWER The functions of command define standard activities that are performed by the incident commander to achieve the tactical objectives. Command Procedure CORRECT ANSWER Fast attack example: any incident where the safety and welfare of fire fighters is a major concern Command Procedure CORRECT ANSWER Within the chain of command, the actual transfer of command will be regulated by the following procedure: 1. The officer assuming command (IC#2) will communicate with the person being relieved (IC#1) by radio or face-to-face. Face-toFace- is the preferred method to transfer command. 2. The person being relieved will brief the officer assuming command indicating at least the following: