9-1-1 Customer Service: Takes Seconds, Saves Minutes

Course Hours: 8.0 Hours

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.

Prerequisites

Georgia POST Communications Officer certification.

Who Should Attend

This course is appropriate for communications professionals of all ranks.

Special Notes

This course is only open to communications officers who are certified by Georgia POST Council and are employed by a Georgia Emergency Communications Center designated as a primary PSAP.

This course is being paid for through Next Generation 911 Block Grants administered by the Georgia Emergency Communications Authority. Once accepted, students will receive a link to register directly with NENA. Put "GECA" in the PO number field to avoid being billed. NENA will invoice GECA directly, and the students tuition will be deducted from the agency's Block Grant allotment.

Start Date End Date Location (Hover for more information) Time Course Number Status
10/20/2021 10/20/2021 Bartow County 911 08:30 a.m. to 05:00 p.m. ITCT21474 Register
11/02/2021 11/02/2021 Bacon County 911 08:30 a.m. to 05:00 p.m. ITCT21478 Register
01/26/2022 01/26/2022 Henry County 911 08:30 a.m. to 05:00 p.m. TBA Coming Soon