The Concept of CustomerCare©
Establishes the idea of 911 and emergency dispatch as a customer
service function that dovetails with community policing and
emergency service. Focuses on the need for professionalism
when dealing with the community and field units as customers
of the communications center.
Identification of Customer Groups
Encourages each participant to identify the 8 primary customer
groups that they serve. This is guaranteed to create an entirely
different mindset, especially for supervisory personnel.
Outlines basic professional service oriented call handling
for the telecommunicator / dispatcher.
Instruction/discussion is divided by the category of incoming
The Business Calls
The Incoming 911
The Non-Police Problem
The True Emergency
The Crime In Progress
The Hidden Emergency
The Major Incident
Barriers to Customer
Identifies common issues that prevent excellent service.
Establishing a CustomerCare© Program
Explores methods call center personnel can utilize to achieve
higher levels of customer service.
Blueprint for success
Allows each participant or group of co-workers to complete
a Blueprint for Success plan designed to help implement a
CustomerCare© program in their center.
The full program is only offered in 8 or 16 hour
formats. Also an overview session identifying the principles
of 911 CustomerCare© can be presented as a conference
Give us a call at 800-437-8347 to learn more and we'll be
glad to help.
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