Dispatcher’s Online Course

DISPATCH = STRESS

Dispatchers can make or break the profitability of your service department.
They must keep your customers happy profitably, keep your technicians happy and productive, while keeping a smile on their face. Dispatch is one of the most stressful and difficult jobs to perform well.

Now you can get the procedures that help you keep a happy, productive dispatcher without having to travel to an on-site dispatcher class.

Your Dispatcher On-Line Program gives your dispatchers the tools they need to increase billable hours, take better care of customers and themselves, and help run a profitable field department.

Who is this course for?

This course is appropriate for HVAC, plumbing, electrical, generator, and other in-home services where companies dispatch field employees to business or residential locations.

You receive scripts and audio recordings of the scripts.

There are residential and commercial scripts – each is handled differently.

Your Dispatcher On-Line Program is self-paced – 21 videos, one personality profile, role plays, and a manual.

The scripts and audio recordings of those scripts give dispatchers the templates on how to talk with customers and handle every day dispatch duties.

Edit these scripts for your unique company culture. The audio scripts are a sample of how telephone conversations should go.

There is a one-time, one company investment …

If your dispatcher leaves and you have to train a new one – the only additional cost is $25 for the new dispatcher’s personality profile.

If you have one, two, or more dispatchers – you never have to pay more.

If you want to review the manual and videos – you can – year after year with no additional cost.

What’s covered in the Dispatcher's Online Course?

The functions of dispatch including:

What are the 21 videos?

Overview – How to use this program
The most important thing a dispatcher does (maximize billable hours)
Dispatcher Characteristics
Handling stress
Personality Profiles
Handling the Three Types of Callers
Setting up Maintenance Calls
Debriefing Calls and Tickler Files
Dispatcher Debriefing Questions – Part 2
Turning Grumpy Techs into Happy Techs
Turning Unhappy Customers into Happy Customers
Telephone Conversations
Telephone Listening Techniques
Dispatch Role Plays with Technicians
The Volcano Has Erupted, Who Comes First?
Dispatch Responsibilities in Slower Seasons
Dispatcher Getting Ready for Spring
Dispatcher Cooling Role Plays
Dispatcher Getting Ready for Fall
Dispatcher Getting Ready for holiday season
Dispatcher Heating Role Plays

What's in the manual?

Here is the Table of Contents:

I. Introduction

II. How do You Define Dispatch?

III. The Role of a Dispatcher

IV. Customer Calls In - Scheduling a Call

V. Sending a Technician to a Call - Customer Contact

VI. Sending a Technician to a Call - Technician Contact

VII. Technician is Finished with the Call

VIII. Finding Work for the Technicians

IX. Customer Follow Up

X. Customer Calls in with a Complaint

XI. Words to Avoid

XII. Additional Dispatch Duties

XIII. Final Dispatcher Thoughts

XIV. Conclusions...Or Beginnings

Accompanying Thumb drive

Electronic version of Profitable Dispatch Procedures
Appendix #1 - Job Descriptions
Appendix #2 - Commercial Scripts - Customer Calls In Scheduling a Call
Appendix #3 - Commercial Scripts - Sending a technician to a call - customer contact
Appendix #4 - Check Register Form
Appendix #5 - Parts Order Form

Dispatch Scripts:

Residential customer calls in to schedule a call.
Residential customer calls in to schedule a call - has done business with your company but she is NOT a maintenance customer.
Residential customer calls in to schedule a call for the first time with your company.
Sending a technician to a call - customer contact.
Finding work for the technicians - customer wants repairs done.
Finding work for the technicians - customer does not want the repairs done.
Customer follow up
Customer calls in with a complaint
Commercial maintenance customer calling in
Commercial customer who has done business with you but is NOT a maintenance customer.
Commercial customer who is a new customer.
Call before sending a technician to a commercial call.

Who developed your Dispatcher On-line Course?

Ruth King, nationally recognized construction consultant, has worked with contractors and their dispatchers since 1987. She’s helped thousands of dispatchers increase their productivity and decrease their stress. The contents of this course are the processes and procedures Ruth uses when she is working one-on-one with a company. Now they are available to you without having to spend $5,000 on her daily consulting fee.

For Only $997 You Will Get

The Videos
One Personality Profile
The Manual
Tools Your Dispatcher Needs to Help Build a Profitable Department.

(Each additional personality profile is $25)

Click Here To Order

Dispatchers can make or break the profitability of your service department. They must keep your customers happy profitably, keep your technicians happy and productive, while keeping a smile on their face. Dispatch is one of the most stressful and difficult jobs to perform well.

Now you can get the procedures that help you keep a happy, productive dispatcher without having to travel to an on-site dispatcher class.

Your Dispatcher On-Line Program gives your dispatchers the tools they need to increase billable hours, take better care of customers and themselves, and help run a profitable field department.

This course is appropriate for HVAC, plumbing, electrical, generator, and other in-home services where companies dispatch field employees to business or residential locations.

You receive scripts and audio recordings of the scripts.

There are residential and commercial scripts – each is handled differently.

Your Dispatcher On-Line Program is self-paced – 21 videos, one personality profile, role plays, and a manual.

The scripts and audio recordings of those scripts give dispatchers the templates on how to talk with customers and handle every day dispatch duties.

Edit these scripts for your unique company culture. The audio scripts are a sample of how telephone conversations should go.

There is a one-time, one company investment …

If your dispatcher leaves and you have to train a new one – the only additional cost is $25 for the new dispatcher’s personality profile.

If you have one, two, or more dispatchers – you never have to pay more.

If you want to review the manual and videos – you can – year after year with no additional cost.

What’s covered in the Dispatcher's Online Course?

The functions of dispatch including:

What are the 21 videos?

Overview – How to use this program

The most important thing a dispatcher does (maximize billable hours)

Dispatcher Characteristics

Handling stress

Personality Profiles

Handling the Three Types of Callers

Setting up Maintenance Calls

Debriefing Calls and Tickler Files

Dispatcher Debriefing Questions – Part 2

Turning Grumpy Techs into Happy Techs

Turning Unhappy Customers into Happy Customers

Telephone Conversations

Telephone Listening Techniques

Dispatch Role Plays with Technicians

The Volcano Has Erupted, Who Comes First?

Dispatch Responsibilities in Slower Seasons

Dispatcher Getting Ready for Spring

Dispatcher Cooling Role Plays

Dispatcher Getting Ready for Fall

Dispatcher Getting Ready for holiday season

Dispatcher Heating Role Plays

Here is the Table of Contents:

I. Introduction

II. How do You Define Dispatch?

III. The Role of a Dispatcher

IV. Customer Calls In - Scheduling a Call

V. Sending a Technician to a Call - Customer Contact

VI. Sending a Technician to a Call - Technician Contact

VII. Technician is Finished with the Call

VIII. Finding Work for the Technicians

IX. Customer Follow Up

X. Customer Calls in with a Complaint

XI. Words to Avoid

XII. Additional Dispatch Duties

XIII. Final Dispatcher Thoughts

XIV. Conclusions...Or Beginnings

Accompanying Thumb drive

Electronic version of Profitable Dispatch Procedures

Appendix #1 - Job Descriptions

Appendix #2 - Commercial Scripts - Customer Calls In Scheduling a Call

Appendix #3 - Commercial Scripts - Sending a technician to a call - customer contact

Appendix #4 - Check Register Form

Appendix #5 - Parts Order Form

Dispatch Scripts:

Residential customer calls in to schedule a call.

Residential customer calls in to schedule a call - has done business with your company but she is NOT a maintenance customer.

Residential customer calls in to schedule a call for the first time with your company.

Sending a technician to a call - customer contact.

Finding work for the technicians - customer wants repairs done.

Finding work for the technicians - customer does not want the repairs done.

Customer follow up

Customer calls in with a complaint

Commercial maintenance customer calling in

Commercial customer who has done business with you but is NOT a maintenance customer.

Commercial customer who is a new customer.

Call before sending a technician to a commercial call.

For Only $997 You Will Get

The Videos

One Personality Profile

The Manual

Tools Your Dispatcher Needs to Help Build a Profitable Department.

(Each additional personality profile is $25)

Your Program comes with a Brick…FREE

Styrofoam bricks can make your dispatcher laugh, or could be squeezed, or maybe even thrown at a desk…after a particularly tough phone call.

Dispatchers can make or break the profitability of your service department.
They must keep your customers happy profitably, keep your technicians happy and productive, while keeping a smile on their face. Dispatch is one of the most stressful and difficult jobs to perform well.