The Essentials of Public Safety Service

It All Starts With a Phone Call. This is one of our most popular in-service classes. Any member of your team will gain a renewed sense of why customer service is essential within public safety. 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. They are much more than just “callers”. 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 empowering students to use the tools they learn.

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.

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

This class is responsible for turning around the “negative Ned or Nellie” that may work within your agency. We receive e-mails and calls from agencies nationwide praising this course for reinvigorating their staff members. Why not give this class a try and see what amazing outcomes that your agency has.


Class Length: 8 hours

Target Audience: Any dispatcher, trainer, supervisor, or manager.

Certification(s): California POST, Michigan, and Massachusetts approved. IAED Approved for CEU’s.

  • Call for details regarding other certifications.

To host this course or if you have questions, e-mail
or call (650) 591-7911.


"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'"

- Josh, Harford County 9-1-1

"This class reminds you why you chose communications as your career."

- Joyce, Glenn County Sheriff's Department

"Class was very well laid out, very upbeat and easy to follow. Made you want to have a better attitude at word."

- Julia, Prince Georges County 9-1-1

"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 Emergency Services

"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 9-1-1

"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. This class was an amazing reminder with lots of great positive examples."

- Mary Ellen, Huron County 9-1-1