Posted by Perry
Here in the southern branch of McKain Performance Group, we work every day to help organizations deliver the Ultimate Customer Experience – or “UCE” – as we call it.
“The purpose of ANY business is to profitably create experiences that are so
compelling to customers and employees that their loyalty becomes assured.”
— Scott McKain.
Below is an article I found today about a 911 operator who handled a call in Nashville, TN. Can you tell me if this is providing a UCE for people who depend on 911 in times of need?
NASHVILLE, Tennessee (AP) — A Nashville, Tennessee, 911 operator has been fired after he was recorded saying that he didn’t “give a s—” about what happened to a woman who had just called to report her ex-boyfriend was threatening her.
Emergency Communications Center spokeswoman Amanda Sluss said Wednesday that Frank Roth was in training during the February incident and was fired a month later.
Roth made the comments after promising police would arrive soon for a woman who called saying her ex-boyfriend held her at knifepoint and later was threatening her.
After hanging up with her but while still being recorded, he said, “I really don’t give a s— what happens to you.”
Sluss says the incident is not reflective of how 911 operators treat callers and that “a series of errors” led to the delay in response to Sheila Jones.
“Certainly this particular caller didn’t receive the service she deserved,” Sluss said. “This is not indicative of how our employees treat citizens. It’s not something that should have been said. It’s not what we train our employees to do.”
It took police three hours to reach the scene after the first call.
Nashville TV station WTVF first reported the story after one of its reporters obtained the 911 recording.
My answer to my above question would be – no. A helpful suggestion to the 911 operators in Nashville – you need to read Scott McKain’s materials!