This course will walk you through the right questions to ask, how to help emotional or difficult callers, and some basic customer service skills. 

After this course you will be able to:

1.     Identify the primary questions to ask during a call.

2.     Understand how asking the right questions decreases safety risks for officers.

3.     Identify basic steps to better handle calls and get the needed information.

4.     Recognize how to best work with child callers.

5.     Understand how to better work with difficult callers. 

Before you begin:

Download the PDF below or recreate it using a blank sheet of paper. Then try to think of 5 questions you might ask during each type of call. If you can't think of 5, it's okay! The goal of this course is to help you be able to by the time you're done. Once you've finished the course, go back through and either add missing questions or see what questions you might replace with another one you would want answered first.