Dealing with Difficult Callers

Seminar Overview

8 Hours Continuing Education

Approved: 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, and building trust with the public.