Phoenix Standard Operating Procedures Vol 2.
Part 1 Exam | Questions with 100% Correct
Answers | Verified | Latest Update 2026
Save
Terms in this set (155)
• Exceptional customer service is the An explicit, long term, planned out, acted 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 organization Empowerment
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 services
definition of a "customer" 201.00:
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 transport
priority are: 201.01 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, establish
Command according to Volume 2: position
201.01 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 be Command Mode-stationary command by virtue of
initialized and utilized to assist in size, complexity, or potential for rapid expansion
managing incidents: 201.01 requiring immediate strong, direct, overall
command
, • The Incident Commander is Tactical Objectives
responsible for the completion of:
201.01
• What are examples of Fast Attack- 1. Offensive Fire Attack (especially Marginal
Mobile Command Mode: 201.01 situation)
2. Critical life safety situations (rescue) must be
achieved in compressed time
3. Any incident where safety and welfare of FF is a
major concern
4. Obvious working incident that requires further
investigation by Company Officer
• Fast attack mobile command mode 1. Lasts no longer than a few minutes
should last________ and end _________:
201.01 2. Ends:
a. When the scene is stabilized
b. Not stabilized and Company Officer must with
draw to exterior and establish Command Post
c. Command transferred to Command Officer
• During transfer of Command, what 1. General Situation status
should the Company Officer brief a. Conditions
the Chief Officer assuming b. IAP
Command with what info: 201.01 c. Completion of Tactical Objectives
d. Safety considerations
2. Deployment/Assignment of operating crews
3. Appraisals of need for additional resources
Part 1 Exam | Questions with 100% Correct
Answers | Verified | Latest Update 2026
Save
Terms in this set (155)
• Exceptional customer service is the An explicit, long term, planned out, acted 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 organization Empowerment
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 services
definition of a "customer" 201.00:
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 transport
priority are: 201.01 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, establish
Command according to Volume 2: position
201.01 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 be Command Mode-stationary command by virtue of
initialized and utilized to assist in size, complexity, or potential for rapid expansion
managing incidents: 201.01 requiring immediate strong, direct, overall
command
, • The Incident Commander is Tactical Objectives
responsible for the completion of:
201.01
• What are examples of Fast Attack- 1. Offensive Fire Attack (especially Marginal
Mobile Command Mode: 201.01 situation)
2. Critical life safety situations (rescue) must be
achieved in compressed time
3. Any incident where safety and welfare of FF is a
major concern
4. Obvious working incident that requires further
investigation by Company Officer
• Fast attack mobile command mode 1. Lasts no longer than a few minutes
should last________ and end _________:
201.01 2. Ends:
a. When the scene is stabilized
b. Not stabilized and Company Officer must with
draw to exterior and establish Command Post
c. Command transferred to Command Officer
• During transfer of Command, what 1. General Situation status
should the Company Officer brief a. Conditions
the Chief Officer assuming b. IAP
Command with what info: 201.01 c. Completion of Tactical Objectives
d. Safety considerations
2. Deployment/Assignment of operating crews
3. Appraisals of need for additional resources
