Customer Service for the Dispatch Center

The following customer service topics will be discussed:






  • Goals and objectives of customer service
  • What is customer service the 911 way
  • Department image
  • Who are our customers
  • Difficult callers
  • Customer service over the radio
  • Caller expectation
  • Understanding anger
  • When callers complain-unhappy caller
  • Dispatcher tools and techniques to provide excellent customer service
  • Professional control
  • Red flags
  • Creative call handling
  • Special situations