Length: 2 days
Target Audience: All employees, sworn and non-sworn
Goal: Promote high quality service and enhanced citizen satisfaction while furthering agency trust, without compromising employee safety during high frequency citizen contacts.
As consumers, we know that customer satisfaction is essential and that first impressions can be crucial. It’s no different for citizens who interact with those in the business of public safety. The Making Every Contact Count© workshop provides essential training that improves attendees’ ability to communicate effectively, engage successfully with others, enhance team cohesion and make work enjoyable for self and others, and adapt to the varying personalities and interactions encountered during the difficult job of public safety. Course objectives and activities identify, develop, and hone fundamental traits and skills found in top call-takers, dispatchers, officers, detectives, and supervisors—the same traits that promote high levels of “customer satisfaction” in top corporate service organizations. Skills developed in this course enhance job productivity and further agency relations and trust.
Objectives:
- List the three essential elements of high quality customer service
- Apply a five-step process that help accomplish positive service interactions
- Analyze individual communication inclinations and tendencies
- Identify four personality traits and their influence on interactions
- Identify what breaks down interpersonal communication
- Review positive and negative service experiences
- Analyze the impact of one’s own attitude and determine how to maintain a commitment to positive service interactions
- Define conflict and experience methods to resolve it
- Identify responses to emotions and how they affect conduct
- Analyze case studies/videos that demonstrate what positive contacts look and sound like
- Improve listening and communication skills that promote positive influence over others
- Discuss methods for interacting with dissatisfied citizens/customers
- Learn methods to resolve complaints successfully and to deal with difficult personalities
- Demonstrate the importance of the greeting in creating a positive first impression
- Analyze ways to more effectively ask questions and listen
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