Hello, I just wanted to tell you all that Sue Pivetta’s, Dealing with Difficult People, is PHENOMENAL!!! It’s nice to know that someone DOES understand the realities of what operators handle and that there is a solution! Will definitely be using in the future! Denera White Bexar Metro 9-1-1 Network tx
If you don’t like our 9-1-1 – you can’t get another one! Yes, cultivate a culture of service – not victimhood (is that a word?). This book takes on the unique relationship between your ‘clients’ and your ‘services’. Is it really customer service we are talking about or is it more just plain SKILLS in handling calls and working with a variety of people with a variety of NEED. It’s more like a formula and also a belief system that then affects behavior for the call taker and the ‘client’. The call will only go as well as it can from the callers side, but the skill of the call taker is paramount to success. Read this book to find out what success looks like and how it is achieved. Download the following.
Part Two is Dealing With Difficult People! That might even be yourself?