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