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| Home » Course Search » Non-Emergency Call Handling™ |
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| Dates |
Apr 20, 2010 |
| Location |
Albuquerque, NM |
| Hosted by: |
New Mexico APCO-NENA Chapters |
| Course |
10-1039 |
| Price |
$225.00 (Per Seat)
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Special Registration Required for This Class
To register, please call Art Rios at 505.699.6911 |
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NM10184A DPS Approved
For registration details visit www.nmpsta.org
Course Description
Finally, there's a course that addresses a major need in many call centers: how to handle non-emergency calls efficiently while maintaining professionalism.
Whether its 9-1-1 or 3-1-1, your call center will receive non-emergency calls. How your call takers respond to citizens is crucial to building a successful image for your agency. You dont need to look farther than todays news headlines to see what happens when callers are dismissed or handled unprofessionally. Loss of public confidence is the result—not to mention lawsuits in cases where a "non-emergency call" actually turns out to be a serious incident.
PowerPhones Non-Emergency Call Handling™ class prepares your team to professionally respond to all types of calls from your citizens—while reinforcing and refining essential communication skills that have proven effective in call centers around the world for over 20 years.
Students will learn how to:
- Deliver excellent customer service over the phone
- Use the 3 Cs of effective call handling (courtesy, confidence, and concern) to project a positive image
- Avoid the stereotyping of callers
- Put active listening skills to work on every call
- Improve the image of their agency
Topics Covered Include:
- First impressions
- Customer service goals
- Developing a telephone personality
- Barriers to listening
- Journalistic Investigative Approach™
- 300 Call Syndrome™
- Reaction Principle
- Telephone answering techniques
- Message taking
- Administrative call handling
- Screening callers
- Call transfers
- Information gathering
- Managing stress
- Avoiding burnout
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