Customer Services for 911 Professionals

911 Dispatch Academy

Course Description:

This class will cover the foundations of providing quality customer service. The necessary tools will be reviewed and practiced to improve service and enhance the public perception of the 911 service. There will be extensive group exercises and interaction. Instruction provided by two local experienced 911 professionals.

Instruction by:

Oakland Police Academy Dispatch Instructors

Topic Covered:

  • Frame of Mind
  • It’s All About You – Dealing with Them!
  • Dispatch – the First Point of Contact for Callers
  • Methods for Dealing with Difficult People
  • The Power of Emotions
  • Attitude Self-Assessment
  • Tools of the Trade

Class Objectives:

  • Understanding the emotions of the callers and the positive ways to communicate with the caller.
  • Learn tools to use to deliver a high level of customer service.
  • Learn more ways to provide some callers with additional information or referrals to help resolve  their problems.
  • Improve using standard phrases and words when dealing with customers.
  • Learn tools to make the caller feel positive about their contact with the 911 agency.
  • Learn tools to implement when dealing with co-workers who are also their “customers.”
  • Learn the relationship between quality customer service and the public perception of their agency.

May Course Details:

December Course Details:






− This Course is SNC Approved −