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Illinois APCO Training
Illinois APCO’s Fall Training Seminar
Friday, September 22nd 0830 – 1630 hours
Plainfield Fire Protection District – Headquarters
23748 W 135th St, Plainfield, IL 60544
The Illinois APCO Fall Training Seminar will focus on Customer Service and TC Mental Heath
The morning session will be led by Michelle Lilly followed in the afternoon by John Ferraro
It will be a day of great learning combined with great food in a great facility! Please consider joining us.
Michelle Lilly's morning session will be on Telecommunicator Mental Health
This presentation will focus on:
* The importance of setting boundaries in our personal and professional lives, particularly when coupled with self-compassion
* Strategies to enhance self-care as demands and technologies change
John Ferraro's afternoon session will be on
Customer Service – The Why, AND THE HOW
So often Telecommunicators hear that they need to deliver customer service at a high level. This class will talk about why that is important, but will also focus on how to do that very challenging task. Techniques will be provided on how to prepare for work and how to cope with difficult callers when you get there. Other topics such as empathy, when to control the call, and active listening will be covered. The instructor will mix a variety of audio examples, videos, and group exercises to enforce the learning objectives and make for an enjoyable and inspiriting class.