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
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