Dispatcher Course Fleet Manager Course
NRMCA's Dispatcher Training Forum
Start with having to figure out complex scheduling. Add long hours and demanding clients and it’s clear why your dispatchers can feel like they need reinforcements. Not only does your on time delivery and customer satisfaction suffer, you have to deal with job turnover. We understand, that’s why our Dispatcher’s Forum gives dispatchers, schedulers, shippers, and their managers the practical, technical, ready-mixed concrete-specific, customer-centered information and skills they need to increase productivity and job satisfaction. Class sizes are limited, so there’s lots of personal attention. Send your staff to the next Dispatcher’s Forum. They’ll be armed to succeed...and so will your customers.
The goal of the Dispatcher Training Forum is
to give dispatchers, schedulers, shippers and
managers the practical, technical, ready-mixed
concrete-specific, customer-centered skills
that help them succeed. Class sizes are kept
small to assure that participants get personal
attention and time to practice new skills in
a fast-paced classroom setting. Instructors
include NRMCA's Gary Mullings on technical
aspects and Drivers' Hours of Service
compliance, James Wagner of Command Alkon
on job performance skills, and Paula Dunn of
Master Builders or Joan Dandurand from
Arizona State University's Concrete Institute
Management Program on customer service job
attitude and phone skills.
The course teaches dispatchers, schedulers and their managers how to take orders, schedule, and deliver concrete that meets all the requirements as agreed to with customers (see course syllabus below). It begins with a discussion of ready mixed concrete's technical standards as they specifically relate to dispatcher's job functions, including why ASTM C94 is critical to their job requirements. The course then hones in on a dispatcher's job skills, including taking orders, dealing with priority customers, using advance notices to ease scheduling and delivery, callbacks, clean ups, add on orders, will calls, small load charges, excessive unloading times, scheduling math, plant vs. central dispatch, and managing the dispatch office and personnel. Technical job performance is addressed and also rapid problem solving skills, including value selling, expert phone listening skills, and maintaining a proper attitude under stress. All skills are immediately applicable when the participant returns to his/her workplace.
Attendees at a recent NRMCA Dispatcher Training Class in AZ improved their job skills.
© National Ready Mixed Concrete Association, 2013
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