Back to the Basics: Customer Service
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.
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.
Introduction
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.
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.
Curriculum
Course Documentation
- Online Course Acknowledgement
- Urgent Information, Must Read
- Expectations for Online Students
- Learning Objectives
- Audio/Videos
- Customer Service Worksheet
Introduction
01:46
- Introduction
- Effects of Bad Customer Service
- Video Transcript: Effects of Bad Customer Service
- Knowledge Checkpoint
Answering the Phone
02:32
- Answering the Phone
- No Laughing Matter
- Video Transcript: No Laughing Matter
- Knowledge Checkpoint
During the Call
01:44
- 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
02:24
- Maintaining Good Customer Service Skills
- 9-1-1 Stress
- Video Transcript: 9-1-1 Stress
- Knowledge Checkpoint
Humor Break
02:51
- 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
- Conclusion
- Knowledge Checkpoint
Final Exam
- Final Exam
Course Evaluation
- Course Evaluation
About Your Instructor
Tina L. Chaffin
9-1-1 Training SpecialistI 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.