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Dealing with Difficult Callers (March 20, 2019)
March 20, 2019 @ 8:00 am - 4:00 pm EDT
Fee: $150 per attendee – Approved for Massachusetts State 911 Grant
It is important to provide the best customer service possible while
dealing with all callers, even the difficult ones. Building trust with the
caller and finding a way to calm them or de-escalate the situation can
be a challenge. This class will give you the skills to deal with some of
the most difficult callers you will encounter, how to continue
providing excellent customer service, get the answers you seek, and
leave the caller feeling comfortable when you disconnect.
Course topics include:
- Types of callers
- Customer service expectations
- Impact of customer service on the caller and agency
- De-escalation techniques
- Calming techniques
- Building trust with the public
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