Instructor: Richard Worr
Date: February 13 and 14, 2024
Time: 8am to 5pm
Location:
SaskEnergy Training Centre (Lower Level Classroom)
1301 Quebec Ave, Saskatoon.
The Construction Education Council is pleased to present this exclusive two-day Dispatcher Training Program. A contracting firm’s dispatchers serve as the nerve center of the entire company. The more knowledgeable and capable they are at serving customers and communicating with field personnel, the better they can contribute to the success of the business. The training is designed to enhance your dispatcher’s skill set through group exercises, self-assessment tools, and discussion groups.
Course Overview
Module 1: The Dispatcher and the Service Organization
- The Dispatchers' Influence in the Organization and their 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 Technicians' Boots
- Prioritizing Service Calls/Matching Technician Ability to Customers and Problems
- What Technicians Need from their Dispatchers
- The Art of Asking the Right Questions
Module 4: Servicing the Customer
- Levels of Customer Satisfaction/How to Turn No's into Yes's
- 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
Lunch will be provided.
Fees
MCAS/Merit Member: $800 + GST
Non-Member: $1000 + GST
Registration deadline: January 12, 2024