Applying a customer service approach to emergency communications

Every organization has customers, otherwise they would have no reason to exist. Who are your customers in 9-1-1, and what do they want? Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. Our customers aren’t only on the phones, though. The people sitting right next to you are also customers, aren’t they? This 8-hour class defines the customer, offers a clear illustration of excellent customer service, and gives powerful strategies and tools for improving customer service in any interaction.

Participants will learn proven strategies to:

• Provide excellent customer service in difficult situations
• Think outside the box while assisting citizens and coworkers in need
• Skillfully deal with difficult callers
• Communicate effectively when tension is high

Class has no maximum capacity.