Delivering Great Customer Service...When Dealing with Impossible People in Canton, MI
Date and time
Location
Canton Public Safety
1150 South Canton Center Canton, MI 48188Refund Policy
Description
Join Adam for this 8-hour class designed to give you the tools to deal with the most disgruntled people around you (both on the line, and those you sit with!).
Delivering Great Customer Service...When Dealing with Impossible People
Class Description:
Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. Our customers aren’t only on the phones, though. The people sitting right next to you are also customers, aren’t they? This 8-hour class defines the customer, offers a clear illustration of excellent customer service, and gives powerful strategies and tools for improving customer service in any interaction.
Learning Objectives:
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Provide excellent customer service in difficult situations
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Think outside the box while assisting citizens and coworkers in need
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Skillfully deal with difficult callers
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Communicate effectively when tension is high
Instructor Bio:
Adam Timm is a board-certified stress management consultant, author, and full-time trainer for the 9-1-1 industry. For over a decade, he was a 9-1-1 dispatcher for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage at his center.
Adam is a frequent keynote and breakout session speaker at NENA and APCO conferences around the country. He’s written two books, including the bestselling, “Stress Is Optional! How to Kick the Habit,” and the popular, “Dispatcher Stress: 50 Lessons on Beating the Burnout. Adam’s third book, “O% Turnover: How the Best 9-1-1 Centers Drive Engagement, Boost Morale and Inspire High-Performance Culture,” includes case studies with directors and managers from PSAPs around the country. It is scheduled for release in 2019.
Visit www.thehealthydispatcher.com for more.
Adam presenting the opening keynote at the 2017 California NENA Annual Conference