Dispatcher’s Survival School
DISPATCH = STRESS
Dispatchers have one of the most important jobs in your company. It is also one of the most stressful and difficult jobs to perform well. Every day dispatchers deal with temperamental technicians, irate customers who are hot or cold and want service yesterday...while juggling three telephone calls at the same time.
Many people burn out quickly and you are stuck with the daunting and expensive task of training another dispatcher.
Dispatcher's Survival School gives your dispatcher the tools he or she needs to succeed and endure in this fast paced, pressure cooker environment.
Practical, no-nonsense methods of dealing with customers, technicians, scheduling, and time management are learned in this two day, intensive course.
You won't be bored sitting in class.
Each day you'll learn vital information that helps you effectively and profitably work with customers, technicians, and bosses. Issues are discussed in an interactive setting. Homework is assigned to reinforce
what was learned in class.
Role playing different real life scenarios in a non-threatening environment is a part of each day's activities. Role play prepares you for typical situations that you are likely to encounter so you can learn to react the right way before the actual situation occurs.
Motivating technicians to do the things you need them to do when they don't want to do them is critical. Dispatcher's Survival School teaches you how to understand "where a person is coming from" so you can do things that are in their best interest, the customer's best interest, and the company's best interest.
For instance, did you know that....
Giving an extra call to a 20 year old service technician is usually considered punishment...
An extra call to a 45 year old service technician is usually a reward?
Dispatcher Survival School teaches you how to work with these very different
types of people to ensure they are both productive members of the service team.
This school is for new and experienced dispatchers
who want to increase their effectiveness in their jobs.
This is a HOW TO DO Program, not a WHAT TO DO PROGRAM.
If you've ever sat in a class and been told what to do and then sent on your way....I promise you'll experience something different in this class.
Exercises, homework, and role playing different scenarios in a non-threatening environment is a part of each day's activities. Role play prepares you for typical situations that you are likely to encounter so you can learn to react the right way before the actual situation occurs.
Homework is assigned. It includes reading and exercises that reinforce what was learned in class.
Here’s What Past Participants Have Said:
Jackie Nelson, from Gainesville Mechanical in Gainesville, Georgia
"Class was wonderful. I learned a lot of helpful information and skills on how to deal with people. Thank you so much."
Leslie Robbins, from Reliance Heating and Air in Nashville, Tennessee
"Ruth is so understanding and honest. She helped me learn a lot."
Caryn Price, from Capital City Mechanical in Atlanta, GA
"Thanks Ruth! Being new to dispatch in the HVAC field,
this class has been extremely helpful. Love that the group is small
and that you gave personalized attention."
Who is Ruth King?
Dispatcher's Survival School is led by Ruth King who has, for the past 30+ years, helped contractors grow and manage their service departments, including dispatch, as well as increase contractors’ total company sales and profitability.
She is also the founder of HVACChannel.tv, Internet television for HVAC contractors with technical, sales, financial, and operations programs specifically designed and produced for contractors and their employees.
She is especially proud of two partners who bought their business from their former boss when it was about $750,000 in revenues. With Ruth’s help, the business grew to about $10 million in revenues and the company was sold for $9 million in cash.
Ruth holds an MBA in Finance from Georgia State University and Bachelor's and Master's Degrees in Chemical Engineering from Tufts University and the University of Pennsylvania. She holds a Class II HVAC contractor’s license (inactive) in Georgia. Ruth has written many manuals and books including the popular Operations Manuals: Best Practices for Running a Profitable Service and Replacement company.
Ruth hosts the popular podcast, Contractor Cents as well as a weekly ezine.
Her latest book, 101 Dumb Financial Mistakes Business Owners Make and How to Avoid Them will be published in Spring, 2023. Her books, The Ugly Truth about Cash and The Courage to be Profitable (#1 best seller), joined Stephen Covey, Napoleon Hill, Dale Carnegie and 33 other esteemed authors in the top 37 books start up businesses (and other business owners) should read. These books are preceded by three other award-winning books, Profit or Wealth?, The Ugly Truth about Small Business, and The Ugly Truth about Managing People.
She contributes a monthly financial column to HVACR Business as well as columns Today’s AC, and many other regional publications. Ruth is a monthly contributor to the nationally syndicated radio show, The Price of Business. She has also been interviewed by the Wall Street Journal Radio Network, the Big Biz Show, and many regional and local radio programs.
Ruth is a reality trainer: delivering practical, down to earth, thought provoking information that provides attendees with ideas that inspire them and help them earn more profits.
The Agenda:
Day One
1. Introduction. What you can expect from class.
2. The Role of the Dispatcher
3. Characteristics of a Good Dispatcher and what you can do to acquire these characteristics.
4. Organizational Skills. What you can do to take advantage of the time that you have.
5. Routing Service Technicians. Learn how to efficiently route service technicians so that you get the most calls in the least amount of travel time.
6. The Service Manager is Your Support. Effective ways of working with your service manager to keep him informed and get his help when you need it.
7. Motivating Your Service Technicians. Learn how to get the technicians to take the calls you need them to. Learn how to communicate with them in a way that they will understand based on their needs and values.
8. Handling Service Technician Situations. Role play and discussion of how to deal with temperamental service technicians.
Day Two
1. Dealing With "Normal" Customers. Handling routine day-to-day customer situations.
2. Dealing with "Irate" Customers. How to turn irate customers into satisfied customers.
3. Telephone techniques that work. Handling the telephone in the most efficient and pleasant manner.
4. Shaking off a Bad Telephone or Radio Call. Ways to not let a bad call affect the next thing that you do.
5. Scheduling. The ins and out of profitably scheduling your technicians.
6. Customer Follow up. Keeping in touch with your customers to make sure that they are satisfied.
7. Profitability Issues with the Service Technician and Customer. Role plays to handle situations likely to occur to ensure that you profitably take care of customers and technicians.
8. Evaluation and Feed Back
This school is for new and experienced dispatchers who want to increase their effectiveness in their jobs.
Why You Should Attend
Develop the tools necessary to improve your skills and performance as a dispatcher.
Learn when to and how to get support from your service manager
Practice techniques that turn irate customers into satisfied customers
Make it easier to work with service technicians and get them to do the things you need them to do
Learn how to schedule and deal with the impossible day
Encounter real life situations in a class room setting which gives you ways to handle them properly before you encounter them on the job
Receive practical suggestions that help you increase your effectiveness and decrease your stress
On site follow up visits are available to reinforce and adapt what you learned in your own day-to-day environment
Homework is assigned to reinforce what was learned in class
Practice the activities you need to do to keep your customers happy
When is Dispatcher's Survival School?
February 14th-15th, 2023 in Dallas, TX
Enroll Today!
Enrollment in class is $1,997.
If, after the first day, you think this program is not valuable to you, let us know and we will cheerfully refund your money. No hassles!
How to Get Started
Click the “Get Started Now” Button
Call us at 770-729-0258
I look forward to helping you decrease your dispatcher’s stress and increase your dispatcher’s productivity!
