Redwood City, CA
1-800-348-8911

Customer Service the 911 Way!

Providing High Quality Service
Techniques for Dispatchers, Call Takers and Records Personnel

Class Description:

"It All Starts With a Phone Call." Now can you empower your dispatchers, call takers and records personnel to adopt a sincere and effective level of customer service. Participants will gain critical tools used to provide ultimate quality service.

Comparisons with Fortune 500 companies such as Disney, Hilton and Nordstrom's are used to illustrate how perception becomes reality. Participants are reminded who customers are at the agency and in the community. We also demonstrate how great customer service actually makes our jobs easier, saving unnecessary patrol responses and improving the image of the agency. Proven methods demonstrate each example.  The class contains many examples and excellent scenarios.

This class is so popular that we now contract with agencies to teach their entire staff. You can host a class for your agency or your region. This course can also be modified so it is specific to your own agency's Community Policing program. Either way, we bring success to your team.

Target Audience: This course brings a fresh look at community based policing to the missing link--communications and records personnel. COP can't possibly be effective unless it includes your communications center and records group and has everyone working as a team.

Class length: 7-8 hours

Cost: Call for current group or individual rates if not posted on the schedule.

Certification: California POST Plan II. Call for details regarding other certifications.

A letter every dispatcher should read

Evaluations: This class has been taught to over 5,500 dispatchers with great reviews. Here are some student comments from recent classes:

"Empowering, funny and great examples. Thanks."
"Anyone working in public service can benefit from this class"
"Great use of humor and examples to keep us involved. Super videos too."
"This is the only class where I wasn't checking my watch to see when it was over!"
"It's great to have someone teaching who has ‘been in my shoes'. Very Good!"

I just wanted to write you an email to let you know, just how much I enjoyed your class. I have never been so excited about a class that I actually went back to my com center and talked about it to others. I also wanted you to know that the class was the most exciting, insightful and educational class that I have ever been to. -- Janene, White County E911

Take the class!!! The best class I've ever taken. -- Carla, NASA/Ames Police Department

Teachers were knowledgeable and personable. The class got me thinking about how I handle calls and if I could do better. -- Nick, San Rafael Police Department, CA

This class reminds you why you chose communications as your career. -- Joyce, Glenn County Sheriff's Department, CA

This is the first class I've attended where I feel the instructor liked what he was doing, enjoyed teaching it, and knew what he was talking about. -- Jan, Sterling Heights

This class is a fantastic reminder to put yourself in the callers shoes. A call that may be trivial to me are really important to the caller. I have realized a number of ways I can improve my level of service to the callers and responders. This class was an amazing reminder with lots of great positive examples. -- Mary Ellen, Huron County 9-1-1, Michigan

Excellent Instructor! Enjoyed the class very much! Highly recommend this class led by this instructor for everyone! -- Michael, Lake Zurich PD, Illinois

We have received positive comments on your customer service class...I would be very interested in having you return to provide training on other topics... -- Kim, Acting Operations Manager, Benton County Emergency Services, Washington

...great job! His sense of humor is great and he made time go by fast. His knowledge and experience made this class very enjoyable! -- Heather, Spokane 9-1-1, Washington

I think you (Kevin) are the greatest Instructor I have ever had in my eight year experience with Law Enforcement training.  Great speaker; excellent at keeping attention. -- Midori, Coconut Creek PD, Florida

Great information! Very useful... I want my other dispatchers to attend ASAP! -- Lynn, Saint Helena PD Communications, California

I came in a little stressed and left a lot less stressed! Any suggestion is better than none, especially from fellow dispatchers! -- Shelly, San Rafael PD Communications, California

Great motivational speaker with awesome ideas. Kept my attention with great stories and examples. Good sense of humor - helped me to remember to continue to stay positive! -- Andrea, Racine Communications, Wisconsin

Excellent instructor! Would recommend this class to all telecommunicators. -- Steve, Santa Rosa County ECC, Milton,Florida

Fantastic!" I've taken a few of your classes, and I've loved every one! -- Renee, Martinez Communications, California

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