Making the First Contact Count

The most valuable and crucial employees serve their agency from the front desk.  Front desk personnel are vital to the success of our agencies, and we need to give them the tools necessary to do their jobs better with reduced stress! 

The advent of cell phones, EMAIL and other modern communication enhancements has posed unique challenges for all public safety communicators, not just 911 operators.  The challenge - how to provide excellent service when the volume is unprecedented and employee burnout is high?

We need to build confidence in our customer and in our profession.  Call-takers and staff responsible for first interaction with the public set the trend for departmental support, and affect how investigations proceed and this course is designed to take what works in private industry to the station house.  Make their job more effective and enjoyable!

 

Attendees will:

  • Learn effective ways to ask questions & listen
  • Develop methods to handle stress and balance time more effectively 
  • 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
  • Learn methods to resolve complaints successfully
  • Get a basic refresher of customer service skills, attitudes and techniques to develop a personal plan to make a difference!
  • Renew phone skills that make successful companies great