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Dealing with Difficult Callers (August 04, 2020)

August 4 @ 4:00 pm - 11:59 pm EDT

Fee: $150 per attendee – Approved for Massachusetts State 911 Grant

*COURSE WILL BE PROVIDED THROUGH ZOOM ONLINE PLATFORM. PRIOR TO CLASS START DATE, A LINK WILL BE EMAILED TO ATTENDEES ALONG WITH COURSE MATERIALS. FOLLOWING SUCCESSFUL COMPLETION OF COURSE, A CERTIFICATE OF COMPLETION WILL BE EMAILED TO ATTENDEES.*

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

Details

Date:
August 4
Time:
4:00 pm - 11:59 pm EDT

Venue

ZOOM
Zoom Online Platform