Dealing with Difficult Callers

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, get the answers you seek, and leave the caller feeling comfortable when you disconnect.

Length: 4 Hours     Cost: $75.00

Delivering Exceptional Customer Service

Customer service is an important ideal in business and has become an important part of public safety and dealing with the public. Learning the reasons why customer service is important, techniques for delivering acceptable customer service, and preparing your staff for dealing with the public are important for success. This 4 hour online course builds on those ideals, covering topics important to proper customer service.

Length: 4 Hours     Cost: $75.00

Domestic Terrorism Incidents for Telecommunicators

This 4 hour online course reviews a common threat in our modern society. Domestic Terrorism consists of incidents within the United States intended to intimidate or coerce the civilian population. These types of incidents have become more common in recent years although they have been occurring long before their was an official definition of domestic terrorism. It is important for law enforcement and telecommunicators to have a full understanding of domestic terrorism and be prepared should an incident ever occur in their jurisdiction.

Length: 4 Hours     Cost: $75.00

Incident Command & Scene Operations for Dispatchers

A critical incident can strike a community at any time. Depending on your staffing levels and available resources, an incident can be handled locally or may require mutual aid and assistance. Understanding the Incident Command System and how telecommunicators play a role in the success of the incident and how the incident commander handles the incident is critical. In this seminar, we will cover the role of a telecommunicator during a critical incident and the components and positions of the incident command system, among many other great topics.

Length: 4 Hours     Cost: $75.00

School Shooting Response for Telecommunicators

Attacks on educational institutions, such as schools and universities, are becoming more common every day. Many agencies are under-prepared for dealing with an incident of this magnitude and unfortunately every community must have a plan to deal with their response. This online course dives into the history of school shootings, how telecommunicators should deal with receiving calls of this type, opportunities to prepare and train, and dealing with the psychological aftermath.

Length: 4 Hours     Cost: $75.00

Vehicle Pursuits for Dispatchers

Something that has become more common in law enforcement is dealing with a suspect on the run. Often law enforcement are forced to pursue suspects by vehicle and it is important to understand what this means for dispatchers including how to react, important information to note during the pursuit, and what assistance dispatchers can provide. A great class for new and experienced dispatchers.

Length: 4 Hours     Cost: $75.00