Training: Professionalism in Business Security Organizations and Emergency Communications Response Centers

Join us at Principal Financial Group for a day of professional training that is filled with interaction, excitement, and the latest in communications techniques. 

Topics include: 

• Customer Service – How to remain professional in challenging situations 
  
• • From high expectations by customers to generational issues to language barriers, your organization’s success depends on how customers are treated 
• Verbal versus non-verbal communications 
  
• • They are both at play, even in a telephone call 
• Active Listening 
  
• • Learning to listen to others is the most effective problem-solver 
• Establishing rapport 
  
• • Learning ways to get what you want from others in a respectful way 
• Questioning techniques 
  
• • Asking questions in a consistent manner reduces the potential for error in an emergency call  
• Attitudes – managing yours helps you to manage the caller 
• Defusing difficult callers 
  
• Prioritization and Multi-tasking 
  
• • We will discuss challenges in organizing work load and identify potential ways to reduce stress by better management 
• Quality control 
  
• • Determining whether your organization is working to its highest potential 
• Expectations of you, your organization, and the customer 
  
• The impact of customer service on public safety and your organization 
  
• Your learning style and how it impacts your work 
  
• Teamwork 
  

The same class will be presented on two separate days as an opportunity for businesses to be able to send more than one participant. As an introduction to Brady Management Concepts, a reduced fee of $50 per participant is being charged. At BMC we believe that your company will be pleased with our offerings and we look forward to serving you in the future. 

To learn about how to register click here.