Dispatcher Training

This two-day program is designed to help new or experienced dispatchers advance their careers, improve satisfaction with their jobs, understand their vital role to the company, and significantly enhance their ability to contribute to the company's success.

Description

Dispatchers perform a key role that is critical to the successful operation of any service business. As the company's primary representative with the client, the dispatcher provides the nerve centre for service scheduling, resource allocation, priority setting, and final customer satisfaction – all elements of a good customer service function.

Professional dispatchers can improve company productivity by getting the most from limited service resources, building strong customer relationships, and understanding their service technicians and service managers needs and capabilities. Many dispatchers don't reach their full potential because they have not had the opportunity to acquire or fully develop the complex skill set needed to be effective in this role.

This dispatcher training program closes that gap with a comprehensive training course created specifically for service dispatchers. This program goes beyond traditional technical training to help develop the advanced skills needed to be highly effective in the dispatcher role. By completing this program, dispatchers will be able to improve their job performance and more effectively contribute to the success of the company.

This highly interactive program will include presentations, group exercises, self assessment tools, and discussion groups. 

Program Outline

Module 1: The Dispatcher and the Service Organization

  • The Dispatcher's influence in the organization
  • The Dispatcher's impact on profitability

Module 2: Communication Skills for the Dispatcher

  • Communication skills for interfacing with all types of people
  • Four styles of communication

Module 3: Partnering with the Service Technician

  • The life of a service call
  • Walking in the technician's boots
  • Prioritizing service calls
  • Matching technician ability to customers and problems
  • The art of asking the right questions

Module 4: Servicing the Customer

  • What Technicians Need from their Dispatchers
  • Levels of customer satisfaction
  • How to turn No's into positives
  • Handling difficult customers
  • Steps to rapid service recovery
  • Applying the finishing touches with correct follow-up

Module 5: Managing the Service Manager

  • Managing upward
  • Benchmark self-evaluation
  • Interpersonal, self-management and technical skills
  • Taking charge of your job and career

Module 6: Working with the rest of the team

  • A day in the life of a Dispatcher
  • Getting rid of stress
  • Personal action plan

Related Info

The program will run for two full days. The fee includes a complete and comprehensive manual, coffee and lunch both days.

Speaker

Richard Worr

Richard Worr is a senior industry manager and leading educator with over 35 years of industry experience in North American and International markets. His accomplishments in the industrial, commercial, and institutional marketplace include corporate training and organizational management experience in the areas of management, strategic development, contract administration, customer service, project management, estimating and executive leadership. Richard is a highly acclaimed instructor who works closely with Construction Education Council (CEC, formerly CMCEF) having taught literally thousands of contractors at various seminars, workshops, and conferences.

Intended Audience

New and experienced dispatchers

Similar courses

The information presented in this course will help you to improve your communication skills both written and oral, your negotiating skills and conflict resolution abilities alongside co-workers and on the job site every day.

More Information

Ethical behaviour is paramount in the construction industry. By maintaining high ethical standards, and being consistent in our practices, we thrive both personally and professionally. The Construction Industry Ethics course can help your employees navigate the ethical grey areas they face every day.

More Information

This course is intended to provide members of the construction industry with an understanding of construction law.

More Information

This course is intended to equip you to be successful and participate in creating a respectful and inclusive workplace.

More Information

This 48-hour curriculum of progressive learning courses has been specifically designed and assembled to side-skill individuals identified by their employers, or on their own, to expand their knowledge including hard skill and soft skill training designed in the context of Canadian construction and design sectors

More Information

What got us here, won’t get us there. We can all learn to strengthen our soft skills or people skills, by using these easy yet time tested methods.

More Information

Develop effective mentoring relationships with a focus on communication skills that you can apply immediately on the job with measurable results.

More Information

Go behind the scenes, and discover tools and resources for improving your negotiation, and communication skills

More Information

While the contract serves the central role to manage outcomes, many tasks require the administrators to work together efficiently to avoid causing delays or to settle challenges that may arise throughout the project

More Information

Equip yourself with the essential knowledge and practical skills required to navigate, complete, and confidently handle CCDC 9A and B

More Information

empower construction industry leaders with the essential knowledge and skills required to effectively lead teams in a hybrid work environment

More Information

Empower the Next Generation of Construction Professional

More Information

This program is aimed at upskilling building professionals, including architects, engineers, contractors, and owners and operators, to accelerate the adoption of low-carbon practices, reduce emissions, and contribute to Canada’s Climate Action Plan and Just Transition

More Information

You can’t market effectively without having a plan that looks at all factors

More Information

If you’ve been showing up to networking events but not getting any leads or new business, it’s time to up your networking game

More Information

Explore how AI is reshaping the construction industry

More Information