9-1-1 Customer Service: Takes Seconds, Saves Minutes Training
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9-1-1 Customer Service: Takes Seconds, Saves Minutes Training

10/18/2017 to 10/20/2017
When: October 18-20, 2017
Where: LRGVDC 9-1-1 Department (Multi-Purpose Room)
1912 Joe Stephens Ave. Ste. A
Weslaco, Texas  78599
United States
Contact: Jessica Reyna
(956) 682-3481

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Course Syllabus



Course Description

In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.

In this presentation, the instructor will demonstrate customer service methods that may take call-takers a few extra seconds, but in the end will save minutes by creating a more comfortable environment of efficiency between the caller and the call-taker. This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.

Course Objectives

The objective of this course is to provide each student with an understanding of:

  1. Who their customers are

  2. Why they should care about customer service

  3. Proper implementation of a customer service plan

  4. How to treat responders

  5. Internal Customer Service and how to maintain quality

  6. Using their coworkers as a resource

Course Audience

This course is designed primarily for public safety Telecommunicators.

Course Prerequisites


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Phone: 512.710.8911

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