Concurrent Session I: Somebody has to die? Leadership Guide to Enduring Customer Service
Tuesday, November 16: 13:00 - 14:00
Speaker: Sue Pivetta, President, Professional Pride Inc.
Session Description: Customer Service is a fuzzy concept if your unhappy customers can't find another 9-1-1 to call. Customer Service is often misunderstood as simply being NICE(R). Nice is of course nice yet in Emergency Communications, the key to implementing enduring customer service is understanding. Sue will use actual 9-1-1 calls and high profile lawsuites to demonstrate her mediator's view of Customer Service for Emergency Communications agencies. Sue's Mediator Toolbox will be opened to reveal three useful and practical mediator concepts - Refraining, Curious Observation and Anger Neutralizer.
Learning Objectives:
- understand mediation technique useful to leaders in implementing customer service training
- gain an alternate view of customer service that can be easily related to staff
- through the analysis of difficult calls expose common problems and the dangers of what may be labeled poor "customer service"
Speaker Bio: Sue Pivetta is the President of Professional Pride, Inc, more commonly known as and found at www.911Trainer.com. She has over 30 years in the Emergency Communications industry beginning as a Comm Centre Supervisor, moving to creating and instructing a full time vocational college program for entry level Telecommunicators. She is founder of NECC National Emergency Communications Certification, an entry level skills and knowledge exam created with a team of US and Canadian 9-1-1 Educators. Sue is a professional trainer, consultant on the human side of Emergency Communications, author, inventor of 9-1-1 StarZ simulator and 9-1-1 Reality Wireless Training Station and many other training and management products, books, DVD training to support Emergency Communications.