This session provides a quick overview of customer service in the dispatch environment, and how it plays into liability issues (legal liability and other consequences). The major portion of this session focuses on case studies of real life situations that have occurred. Participants will listen to audio, view news reports regarding the specific incidents, and identify how the calls could have been handled better, what went wrong, and get an overview of the consequences for the telecommunicators involved, due to their actions (or inactions).