(4, 8 HOURS, IN-PERSON OR VIRTUAL)
(learning category: leadership, supervision, CTO, all personnel)
This is our unique approach to the traditional “Customer Service” course. The concept of customer service starts long before the first call is answered. It starts with a clearly defined mission and each employee understanding their role within your agency. It also starts with the defined culture of your entire organization. We have all heard about customer service, but we may not know the definition or understand how it applies to public safety communications. In fact, each employee must be certain of the important role they play in public safety. We will demonstrate easy, unique, and practical ways to keep your staff motivated, ready and fully engaged. We will also show you some different ideas to keep them on their toes, using simple techniques, tips, and methods to keep your personnel motivated, inspired and ready to provide the best service possible. Are your best people checking out because they do not feel like they’re part of a team? Do you have continued retention problems? Tired of the “that’s how we’ve always done it?” we’ll show how a change of perspective to a “Strategic Business Perspective” will cause you to look at how things are working, or if not – to change them. Strategic Business Perspectives can determine how we view & solve important issues based on bottom-line results. Utilizing the business philosophy of ROA (result of activity) will improve training and ultimately retain your best employees. Appreciation is one of the most powerful, yet overlooked, aspects of successfully motivating and empowering people and teams. According to the latest research in the fields of positive psychology and strengths-based leadership, when individuals and teams put more attention on what is working, instead of focusing on problems and perceived weaknesses, they flourish. By focusing on the good stuff, we will show how appreciation impacts productivity, morale, and success. A sincere compliment is so unusual in our business that it will immediately set you apart. Simple, but sincere gestures can create MAGIC in a matter of moments and can easily be started today. Saying something positive is not hard, but it can mean a lot, and can mean the world to someone who may be feeling disengaged, complacent, or unappreciated. The goal of this course is to reenergize and restore pride in our chosen profession. Remembering why you started in the first place along with the dramatic impact you have on the community you serve. When employees are committed and loyal to the agency that hired them, they’re more willing to invest in their work, innovating new ideas & prepared to go the extra mile. The link between employee satisfaction and productivity is long-established and tends to encourage employees to do their best work and perform to their highest of standards. .