Back to the Basics: Customer Service

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Course Goal

This course will reinforce basic concepts necessary to provide quality customer service to callers.

Telecommunicators are providing a customer service to callers both on 9-1-1 and non-emergency lines. 

Failure to provide good customer service can have negative consequences, including making the difference between life or death.


This course will explain the importance of good customer service. The course will discuss customer service when answering the phone, during the call, and after the call. The course will cover ways to maintain good customer service.


Course Documentation

  • Online Course Acknowledgement
  • Urgent Information, Must Read
  • Expectations for Online Students
  • Learning Objectives
  • Audio/Videos
  • Customer Service Worksheet



  • Introduction
  • Effects of Bad Customer Service
  • Video Transcript: Effects of Bad Customer Service
  • Knowledge Checkpoint

Answering the Phone


  • Answering the Phone
  • No Laughing Matter
  • Video Transcript: No Laughing Matter
  • Knowledge Checkpoint

During the Call


  • During the Call
  • "Deal with it Yourself"
  • Video Transcript: "Deal with it Yourself"
  • Knowledge Checkpoint

After the Call

  • After the Call
  • News Article: Confidential Information Shared Publicly
  • Knowledge Checkpoint

Maintaining Good Service Skills


  • Maintaining Good Customer Service Skills
  • 9-1-1 Stress
  • Video Transcript: 9-1-1 Stress
  • Knowledge Checkpoint

Humor Break


  • About this Content
  • Worst 911 Dispatcher Ever
  • Video Transcript: Worst 9-1-1 Distpatcher Ever
  • The Big Bang Theory Active Listening - Subtitled

Customer Service Scenarios

  • Customer Service Scenarios


  • Conclusion
  • Knowledge Checkpoint

Final Exam

  • Final Exam

Course Evaluation

  • Course Evaluation

About Your Instructor

Tina L.  Chaffin

Tina L. Chaffin

9-1-1 Training Specialist

I have over 22 years of experience as a 9-1-1 Telecommunicator/Trainer. I have experience in PSAPs large and small. I currently work part-time in a PSAP to retain my skills and industry knowledge.

I am passionate about training and public education. 

I currently hold the following certifications NENA ENP, APCO RPL, Texas Commission on Law Enforcement Master Telecommunicator and Advanced Instructor, Texas Department of Public Safety TCIC/TLETS Instructor, and National Center for Missing and Exploited Children Instructor.

Learning Objectives

Explain the importance of good customer service.

Determine the consequences of poor customer service.

Discuss ways to provide good customer service when answering the phone.

List ways to provide good customer serivce during a call.

Recognize the importance of good customer service after a call.

Discuss ways to avoid burnout and poor customer service.