Award Winning Rep Shares Tips
A 911 operator has much to offer service professionals in every industry.
(Boonton, NJ, February 11, 2016) If you think you get difficult calls in your service center, meet Alicia Ross. Ross is a communications officer handling 911 calls for the city of Durham, NC. The calls that she gets can range from a child picking up a cell phone and calling accidentally to calls about domestic disturbances, auto accidents, and other emergencies.
In almost all cases, however, her job is similar to that of other customer service professionals. Active listening, remaining calm and level-headed, and reassuring the caller that help is on the way are all critical aspects of the job
Because of her exemplary performance under stress, Alicia received the Frontline Spotlight Award from The Customer Communicator newsletter this month.
Editor Bill Keenan says that Ross was a natural choice. "I try to select frontline reps who are both exceptional service providers and who have something to share about our field," he says. "It’s really interesting for readers to see the wide range of work that customer service professionals do and the lessons that can be learned in the most unusual places. As service providers, we never stop learning and improving our skills."
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.