Dispatcher Professionalism and Customer Service

Course Preview

Course Author(s)

Jim Keaton - Telecommunications Expert to: Police Academies - FBI - Pentagon

Course Summary

911 telecommunications professionals cannot please all of the people all the time, but our actions and attitude can go a long way toward pleasing and meeting the needs of most people. This is the central theme of this course, Dispatcher Professionalism and Customer Service.

Participants will learn what it means to be a professional and the behaviors and attitudes that create a professional appearance. Dispatchers perform a vital role in law enforcement and it is crucial to learn these guiding principles of professionalism and be able to demonstrate them to citizens. Included in this discussion are ethics specific to dispatchers as well as general work ethics befitting a law enforcement officer.

The importance of customer service and why it matters also will be discussed. You will learn how to strategically provide customer service, the impact of organizational structure on customer service, and how to avoid the pitfalls of poor customer service. Customer service is critical. Theodore Roosevelt said, “People do not care how much you know until they know how much you care.”

Course Syllabus

  • Dispatcher Professionalism and Customer Service

    • Introduction by Jim Keaton
    • Guiding Pricinples of Professionalism
    • Behavior
    • Customer Service and Why it Matters
    • Good Customer Service
    • Effective Customer Service Strategy
    • Pitfalls of Customer Service
    • Module Assessment