Redwood City, CA
1-800-348-8911

Customer Service the 911 Way!

Providing High Quality Service
Techniques for Dispatchers, Call Takers and Records Personnel

Class Description:

"It All Starts With a Phone Call." Now can you empower your dispatchers, call takers and records personnel to adopt a sincere and effective level of customer service. Participants will gain critical tools used to provide ultimate quality service.

Comparisons with Fortune 500 companies such as Disney, Hilton and Nordstrom's are used to illustrate how perception becomes reality. Participants are reminded who customers are at the agency and in the community. We also demonstrate how great customer service actually makes our jobs easier, saving unnecessary patrol responses and improving the image of the agency. Proven methods demonstrate each example.  The class contains many examples and excellent scenarios.

This class is so popular that we now contract with agencies to teach their entire staff. You can host a class for your agency or your region. This course can also be modified so it is specific to your own agency's Community Policing program. Either way, we bring success to your team.

Target Audience: This course brings a fresh look at community based policing to the missing link--communications and records personnel. COP can't possibly be effective unless it includes your communications center and records group and has everyone working as a team.

Class length: 7-8 hours

Cost: The class cost ranges from $125 per student outside of California to $110 per student within California.

Certification: California POST Plan IV. Call for details regarding other certifications.

A letter every dispatcher should read

Evaluations: This class has been taught to over 5,500 dispatchers with great reviews. Here are some student comments from recent classes:

Add me to the list of dispatchers who decided to try out the techniques you taught us, “just for a few days, to see if they really work” and met with fantastic results.   In the class I attended on April 23rd , one of the other students made the comment that “if every single person you talk to on the phone is an ** hole, you have to look at the only common denominator –you.” Well for the last 3 days, the same thing has been true for me – but for NICE people! By choosing my attitude and consciously thinking about how I would sound to an outside observer, I have found that pretty much every caller I’ve talked to has been pleasant and has ended the call by thanking me for my help.   Thank you again for a terrific class. I look forward to attending more classes offered by PSTC in the future.     Adrianne, Petaluma Police Department

"Empowering, funny and great examples. Thanks."
"Anyone working in public service can benefit from this class"
"Great use of humor and examples to keep us involved. Super videos too."
"This is the only class where I wasn't checking my watch to see when it was over!"
"It's great to have someone teaching who has ‘been in my shoes'. Very Good!"
"Class was fun...I really enjoyed myself"

Great attend at any cost -- Josh, Harford County 911

This is a class you have to take -- Anonymous, Howard County Police

Good info and new insights to some problems -- Virginia, Balto County 911 Center

It enhanced my outlook on my role as a dispatcher -- Leslie, Worcester County Emergency Service

A definite must! This class provides instruction that is fact based that is not provided in classrooms. The best aspect is the instructor--a real dispatcher with real experience -- Stephanie, Worcester County Emergecy Services

Highly recommend this class to anyone looking to make a difference -- Eric, Worcester County Dept Emergency Services

Class was very well laid out, very up beat and easy to follow. Made you want to have a better attitude at word. The best part was the encouragement for class participants -- Julia, Prince Georges County 911

I would strongly recommend this course to newly hired as well as the seasoned dispatchers because it would help them to remain focused on the task at hand. Discussions were helpful and the audio brought home the point. This course reminded me of why I chose this profession -- Debra, Howard County 911

Best class I have ever been in. Kept me into the topic and didn't bore me to death -- Angela, Worcester County Emergency Services

Very knowledgable about public perception and tactics in controlling the calls -- Jane, Harford County EOC

Very informative and a morale booster. Instructor very fun and knowledgable. Learned morale boosters to take back to my center and use -- Karen, Charles County Dept of Emergency Services

Dynamic Instructor; Great class. Good stories and examples -- Chris, Anne Arundel County Fire

Excellent Class - a must for anyone in the 911 field -- Chris, Charles County Emergency Services

I learned something that I didn't think I would learn. I learned that simple adjustments or approaches to a situation really do matter -- Jasmia, Milwaukee County Sheriff

I just wanted to write you an email to let you know, just how much I enjoyed your class. I have never been so excited about a class that I actually went back to my com center and talked about it to others. I also wanted you to know that the class was the most exciting, insightful and educational class that I have ever been to. -- Janene, White County E911

Take the class!!! The best class I've ever taken. -- Carla, NASA/Ames Police Department

Teachers were knowledgeable and personable. The class got me thinking about how I handle calls and if I could do better. -- Nick, San Rafael Police Department, CA

This class reminds you why you chose communications as your career. -- Joyce, Glenn County Sheriff's Department, CA

This is the first class I've attended where I feel the instructor liked what he was doing, enjoyed teaching it, and knew what he was talking about. -- Jan, Sterling Heights

This class is a fantastic reminder to put yourself in the callers shoes. A call that may be trivial to me are really important to the caller. I have realized a number of ways I can improve my level of service to the callers and responders. This class was an amazing reminder with lots of great positive examples. -- Mary Ellen, Huron County 9-1-1, Michigan

Excellent Instructor! Enjoyed the class very much! Highly recommend this class led by this instructor for everyone! -- Michael, Lake Zurich PD, Illinois

We have received positive comments on your customer service class...I would be very interested in having you return to provide training on other topics... -- Kim, Acting Operations Manager, Benton County Emergency Services, Washington

...great job! His sense of humor is great and he made time go by fast. His knowledge and experience made this class very enjoyable! -- Heather, Spokane 9-1-1, Washington

I think you (Kevin) are the greatest Instructor I have ever had in my eight year experience with Law Enforcement training.  Great speaker; excellent at keeping attention. -- Midori, Coconut Creek PD, Florida

Great information! Very useful... I want my other dispatchers to attend ASAP! -- Lynn, Saint Helena PD Communications, California

I came in a little stressed and left a lot less stressed! Any suggestion is better than none, especially from fellow dispatchers! -- Shelly, San Rafael PD Communications, California

Great motivational speaker with awesome ideas. Kept my attention with great stories and examples. Good sense of humor - helped me to remember to continue to stay positive! -- Andrea, Racine Communications, Wisconsin

Excellent instructor! Would recommend this class to all telecommunicators. -- Steve, Santa Rosa County ECC, Milton,Florida

Fantastic!" I've taken a few of your classes, and I've loved every one! -- Renee, Martinez Communications, California

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