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Do Your Callers Think You Care? Making Customer Service Training A Priority
The ability to be technically proficient in the processes and details of dispatching calls for service is a non-negotiable in deciding who you will retain on your staff or allow to become a trainer. However, the majority of complaints from both inside and outside your PSAP are about the interpersonal skills and customer service abilities of your staff. These are rarely a focus in training and often times individual struggles in these areas are dismissed by saying “that’s just who they are.” This workshop will focus on the reasons to make interpersonal skills and customer service a main focus of both your CTO and continuing education of your dispatchers. Come and learn how to better assess for these traits at hire and integrate these concepts into your current CTO program. You will find that by doing so you can improve the environment of your PSAP, enhance your reputation in the community and reduce your liability.