6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Sustaining a Customer Service Culture

The term “customer service” doesn’t always seem to apply to public safety. The best communications centers strive every day to establish a culture of excellent customer service, when working with the public as well as fellow team members, because customers aren’t only on the phones. When we see that the people we work with, both inside the center and in the field, are all receiving some level of customer service from us, things change. This 8-hour training class defines the customer, offers a clear illustration of excellent customer service, and gives powerful strategies and tools for creating a culture that values customer service in every interaction.

In this class participants learn how to:

  • Analyze their customer service approach and make adjustments when needed
  • Skillfully deal with difficult callers
  • Expand their viewpoint of how to apply customer service to 9-1-1 work
  • Think outside the box while assisting citizens and coworkers in need

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry. 

August 17, 2022, 8:00am – 5:00pm

Cost: Free
Hours: 8



Adam Timm

Special Instructions:

Dress Code: To promote a professional training environment, CAPCOG requires proper professional attire. T-shirts, shorts, leggings, and flip-flops are prohibited.

Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG.

CAPCOG provides training for the Public Safety Answering Points (PSAPs) in our region at no cost to 9-1-1 telecommunicators and their departments.

When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class. If not, payment for the class will be invoiced to the appropriate agency for the "no show".


Capital Area Council of Governments - Cedar Room
6800 Burleson Road
Building 310, CAPCOG Training Center
Austin, Texas 78744

For Questions:
Pamela Frisk pfrisk@capcog.org or 512-916-6097

Continuing Education Credits:

Course ID: 33059

Register Now

August 10, 2022

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Cancel Registration

CAPCOG reserves the right to cancel a class that does not meet the minimum number of registered attendees at least seven business days before the class start date. In those circumstances, CAPCOG will provide a full refund. Students who wish to cancel their registration must cancel online or notify CAPCOG in writing (via email or fax) at least seven business days prior to the course date in order to receive a refund. There will be a $10 administrative fee for processing the refund.

"No shows" and student cancellations made less than seven business days prior to the start of class may be charged the full course fee. Partial attendance will not be permitted for any of the courses.

I need to cancel