Operations Manager DPS- Houlton Regional Communications Center Houlton, Maine
This session provides a quick overview of customer service in the dispatch environment, and how it plays into liability issues (legal liability and other consequences). The major portion of this session focuses on case studies of real life situations that have occurred. Participants will listen to audio, view news reports regarding the specific incidents, and identify how the calls could have been handled better, what went wrong, and get an overview of the consequences for the telecommunicators involved, due to their actions (or inactions).
Learning Objectives:
Attendees will be able to identify what customer service means in emergency communications, including the qualities that make up good customer service, versus bad customer service.
Attendees will be able to identify the various types of liability, and understand how customer service shortfalls can create liability for the telecommunicator.
Attendees will be able to identify customer service errors and how they directly impact telecommunicator liability- via the case studies provided in class, and will directly be able to utilize that information to prevent and mitigate liability within their own agencies.
