The How | Impact Dispatch

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Foundations of Call Taking

Overview of Call Taking

Course Objectives
Your Roles & Responsibilities (1:05)
Call Answering & Documentation
Screening

The 5 W's

Call Taking Basics: The 5 W's
The 5 W's: Where (4:17)
The 5 W's: When
The 5 W's: What
The 5 W's: Who
The 5 W's: Weapons (2:21)
End of Section Quiz

The How

The How
Customer Service Basics
Controlling the Conversation (2:14)
Active Listening

Call Types

Routine Calls
Hot Calls
Text to 9-1-1
Criminal vs. Civil

Types of Callers

Chronic Callers
Elderly Callers
Child Callers (1:51)
Disabled Callers

Conclusion

End of Course Quiz
Course Survey & Sources

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The How

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