Learning Objectives

Upon completion of this training, the student will be able to:

  • 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 service during the call.

  • Recognize the importance of good customer service after a call.

  • Differentiate burnout from compassion fatigue.

  • Discuss ways to avoid burnout and compassion fatigue.

Course Content

    1. Course Information

    2. Learning Objectives

    3. Customer Service Worksheet

    1. Introduction

    2. Self-Care Burnout Self-Test

    3. Knowledge Checkpoint

    1. Techniques for Good Customer Service

    2. Activity: Empathy

    3. Activity: Active Listening

    4. Knowledge Checkpoint

    1. After the Call

    2. Activity: After the Call

    3. Knowledge Checkpoint

    1. Burnout & Compassion Fatigue

    2. Video: 9-1-1 Dispatcher Burnout

    3. Knowledge Checkpoint

    1. Overcoming Burnout & Compassion Fatigue

    2. Knowledge Checkpoint

About this course

  • Free
  • 31 lessons
  • 0 hours of video content