Making Every Contact Count
Every contact our employees make determines our reputation and our success in obtaining: funding, jury convictions and fair public review from civilian boards. The Making Every Contact Count course focuses on attitude and the basic skills that win public support without compromising officer safety or position power. This course takes what works in private industry and applies it to our customer service role to help build confidence with our customer and in our profession. It refreshes the employee’s perspective and attitude about citizen interactions, while reducing stress and making employees more effective and their job more enjoyable!
Attendees will:
- Learn effective ways to ask questions & listen
- Learn how to handle difficult questions with tact and diplomacy
- Understand the importance of meeting and greeting to create a positive first impression
- Learn to be proactive vs. reactive
- Learn to take the initiative to engage others in conversations
- Build individual and team confidence and enthusiasm
- Learn methods to deal with difficult personality's
- Gain a strong sense of the importance and impact of each individual's role
- Feel good about making a difference to their agency
- Understand personal responsibilities
- Understand the impact of attitudes and emotions involved in customer service
- Get a basic refresher of customer service skills, attitudes and techniques to develop a personal plan to make a difference!