Sunday, October 11, 2020

  8:00 – 5:00

  9-1-1 Customer Service: Takes Seconds, Saves Minutes

Course Description

In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.

In this presentation, the instructor will demonstrate customer service methods that may take call-takers a few extra seconds, but in the end will save minutes by creating a more comfortable environment of efficiency between the caller and the call-taker. This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.

Pre-Conference Class

More Info Flyer


Monday, October 12, 2020

Opening Speaker

Alabama Secretary of State John Merrill has dedicated his life to public service, from his youth
as an Eagle Scout and SGA President at The University of Alabama to his professional career in
the West Alabama Chamber of Commerce and Tuscaloosa County public schools. A native of
Heflin, Ala., he was first elected to public office as a representative of Alabama House District
62 in 2010 with 87 percent of the vote. He was elected as Secretary of State in 2014 with 65
percent of the vote, and he has dramatically enhanced the efficiency of the office through a series

of reforms and innovations. Since he took office, Alabama has more than one million newly-
registered voters, setting new state records for voter registration and participation in elections.

He has traveled internationally representing the state and is frequently requested to appear on
local and national media networks. He serves as a church deacon and either leads or is a member
of more than 30 civic, community and professional organizations. John has traveled
internationally and represented our state and nation in Canada, China, Germany, Israel, Russia
and Taiwan. He and his wife Cindy, a native of Phil Campbell, Ala., and former public school
educator, have two adult children and reside in Tuscaloosa. He is also the author of ALABAMA:
THE BICENTENNIAL, a book on the State and some of its notable people throughout history.

Wednesday, October 14, 2020

Closing Speaker

Dave Sanderson