Aug. 2, 2022
What's Really Going On? with Melissa Colon and Heather Hedgcock
Lori Henricksen, director of the emergency telecommunications program for high schoolers at the Veterans Tribute Career and Technical Academy in Las Vegas (Nevada), discusses the creation of her program and the challenges it presents,
Melissa Colon, CTO, Lieutenant, ETC instructor, and Q with Manatee County Emergency Communications Center, and Heather Hedgcock, QA Coordinator, Captain/Supervisor, ETC Instructor, and Q, discuss customer service skills. They outline how to professionally interrupt the caller, give examples of phrases you can use to sound polite and firm, and approach calltakers who lose their patience. For Your Information: Check out Manatee County Emergency Communication Center’s website: https://www.mymanatee.org/departments/public_safety