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9-1-1 CALL CENTER CUSTOMERCARE©
Establishing Customer Service Standards

An overview:

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.

Telephone Techniques
Outlines basic professional service oriented call handling for the telecommunicator / dispatcher.

Instruction/discussion is divided by the category of incoming call:

  • The Business Calls
  • The Inter-Agency Calls
  • The Incoming 911 Service Calls
  • The Low-Priority Call
  • The Non-Police Problem
  • The True Emergency
  • The Out-of-Control Caller
  • The Crime In Progress
  • The Hidden Emergency
  • The Major Incident

Barriers to Customer Service

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.

NOTE:
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 breakout session.

Give us a call at 800-437-8347 to learn more and we'll be glad to help.

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Copyright 2002, Property of HPA, Inc, All rights reserved.
Holdsworth Pelton and Associates, Inc.
1224 Mill Street
P.O. Box 503
East Berlin, CT 06023-0503
860.828.2002
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