NENA's 9-1-1 Customer Service: Takes Seconds, Saves Minutes

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.

Registration: Slots are available for the first 35 Region 4 Telecommunicators on a first-come, first-serve basis, with priority seating for participating El Paso County 911 District agencies.

TCOLE documentation will be available for outside course reporting. Questions? Email training@elpaso911.org. 

https://www.nena.org/page/911CustomerServ