Put Aside Caller’s AngerDealing with irritated people is a matter of defusing the anger and resolving the caller’s problem without resorting to anger and creating a more significant problem.October 2, 2020Guest Writer026.2K[ Read More ]
You Drive The IncidentNo Screaming Mimis and no singingOctober 2, 2020Surviving the Headset001.3K[ Read More ]
Unrealistic ExpectationsWhen the reality can’t deliverApril 10, 2020ColumnsFrom the Dispatch Side00588[ Read More ]
Customer Service Keeps The FocusChannel your patience and focus on providing help to the caller.January 14, 2020Surviving the Headset00752[ Read More ]
Filling The GapsWhat do you do when the protocol isn’t enough?September 12, 2018Guest Writer008.3K[ Read More ]
Treating Callers Like Real PeopleAlways go for the turnaroundApril 2, 2018From the EMD Side001.4K[ Read More ]
DELIVERY IS EVERYTHINGSpend time teaching telecommunicators the right way to speak to callersNovember 15, 2013Story VaultUncategorized001.1K[ Read More ]