POSTPONED DUE TO COVID-19 PANDEMIC

Course Description

In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.

In this presentation, the instructor will demonstrate customer service methods that may take call-takers a few extra seconds, but in the end will save minutes by creating a more comfortable environment of efficiency between the caller and the call-taker. This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years will earn NENA Excellence in Dispatch Certificate.

Continuing Education Credits

1 point

IAED accepts NENA courses as continuing education. Get details at emergencydispatch.org/certification.