FIRE OFFICER I TOTAL FORCE STUDY GUIDE | QUESTIONS AND
ANSWERS | VERIFIED AND WELL DETAILED ANSWERS | LATEST
EXAM VERSION
Employee development style - CORRECT ANSWER - The style used to assist
employees in improving their skills and knowledge.
Centralized authority - CORRECT ANSWER - Authority that works well in very
large organizations.
Decentralized authority - CORRECT ANSWER - Authority that allows for
expeditious handling of most matters.
Complaint data collection - CORRECT ANSWER - Best obtained by effectively
listening to the citizen.
Inspection report - CORRECT ANSWER - A report that uses main topic
statements followed by bulleted main points.
Citizens' complaints - CORRECT ANSWER - Viewed as special problems
because they are the essence of customer service.
Writing to a concerned citizen - CORRECT ANSWER - The letter should be
clear and straightforward.
,Receiving a citizen's complaint - CORRECT ANSWER - The company officer
should identify the nature of the complaint.
Handling an angry citizen - CORRECT ANSWER - The company officer must
remain calm and in control.
Fire officer's request treatment - CORRECT ANSWER - All requests must be
treated professionally.
Handling public inquiries - CORRECT ANSWER - Usually less strident and
confrontational compared to handling citizen concerns.
Citizen inquiries - CORRECT ANSWER - Genuine requests for information or
clarification.
Company officer's role in citizen inquiries - CORRECT ANSWER - Needs to be
willing and able to assist the citizen with filling out forms.
Public inquiry assistance - CORRECT ANSWER - The company officer should
assist the citizen in completing the required forms.
Unusual requests from citizens - CORRECT ANSWER - The company officer
must listen and respond with authority.
Community group requests - CORRECT ANSWER - The company officer must
be aware of ethnic groups, socio-economic background, and religious background.
, Customer service in fire services - CORRECT ANSWER - All citizens are our
customers and should be treated as such.
Importance of qualifications - CORRECT ANSWER - As a company officer, it is
important that the customer knows how qualified you are.
Raising the bar in customer service - CORRECT ANSWER - An important
element of customer service is to always look for more ways to be in the public's
eye.
Executive summary - CORRECT ANSWER - A brief review of key points for
news media, senior managers, general public, and committee members.
Demographics - CORRECT ANSWER - Data that describes the characteristics of
a community and its population segments.
Sources of demographic information - CORRECT ANSWER - City utility bills,
County tax commission, United States census, Community outreach office.
Guideline for media interviews - CORRECT ANSWER - Be prepared and don't
answer forced-choice questions unless assured your response is 'off the record.'
Environmental noise - CORRECT ANSWER - An example of disruption during a
presentation, such as a cellular phone ringing.
Fire hazard - CORRECT ANSWER - Any material, condition, or act that will
contribute to the start of fire or increase the extent and severity of a fire.
ANSWERS | VERIFIED AND WELL DETAILED ANSWERS | LATEST
EXAM VERSION
Employee development style - CORRECT ANSWER - The style used to assist
employees in improving their skills and knowledge.
Centralized authority - CORRECT ANSWER - Authority that works well in very
large organizations.
Decentralized authority - CORRECT ANSWER - Authority that allows for
expeditious handling of most matters.
Complaint data collection - CORRECT ANSWER - Best obtained by effectively
listening to the citizen.
Inspection report - CORRECT ANSWER - A report that uses main topic
statements followed by bulleted main points.
Citizens' complaints - CORRECT ANSWER - Viewed as special problems
because they are the essence of customer service.
Writing to a concerned citizen - CORRECT ANSWER - The letter should be
clear and straightforward.
,Receiving a citizen's complaint - CORRECT ANSWER - The company officer
should identify the nature of the complaint.
Handling an angry citizen - CORRECT ANSWER - The company officer must
remain calm and in control.
Fire officer's request treatment - CORRECT ANSWER - All requests must be
treated professionally.
Handling public inquiries - CORRECT ANSWER - Usually less strident and
confrontational compared to handling citizen concerns.
Citizen inquiries - CORRECT ANSWER - Genuine requests for information or
clarification.
Company officer's role in citizen inquiries - CORRECT ANSWER - Needs to be
willing and able to assist the citizen with filling out forms.
Public inquiry assistance - CORRECT ANSWER - The company officer should
assist the citizen in completing the required forms.
Unusual requests from citizens - CORRECT ANSWER - The company officer
must listen and respond with authority.
Community group requests - CORRECT ANSWER - The company officer must
be aware of ethnic groups, socio-economic background, and religious background.
, Customer service in fire services - CORRECT ANSWER - All citizens are our
customers and should be treated as such.
Importance of qualifications - CORRECT ANSWER - As a company officer, it is
important that the customer knows how qualified you are.
Raising the bar in customer service - CORRECT ANSWER - An important
element of customer service is to always look for more ways to be in the public's
eye.
Executive summary - CORRECT ANSWER - A brief review of key points for
news media, senior managers, general public, and committee members.
Demographics - CORRECT ANSWER - Data that describes the characteristics of
a community and its population segments.
Sources of demographic information - CORRECT ANSWER - City utility bills,
County tax commission, United States census, Community outreach office.
Guideline for media interviews - CORRECT ANSWER - Be prepared and don't
answer forced-choice questions unless assured your response is 'off the record.'
Environmental noise - CORRECT ANSWER - An example of disruption during a
presentation, such as a cellular phone ringing.
Fire hazard - CORRECT ANSWER - Any material, condition, or act that will
contribute to the start of fire or increase the extent and severity of a fire.
