While NRMCA hosts
dispatcher classes, this is the first time material has been
specifically developed to support managers and executives who are
dealing with the strategic operational impact of a downsized delivery
system that must be honed so well that doing more with less remains
efficient, productive, and profitable while providing maximum customer
service. The content concentrates on the tools, tips, and tactics that
managers need to coach their dispatch staff about that will reduce
delivery costs while maximizing efficiency and customer service.
Additionally, strategically delivery concepts as they relate to pricing,
changing your customer’s market environment, and dispatch incentives
will be introduced.
Dispatch Managers, Dispatch Schedulers, Operations Managers, Area
Operations Managers, Sales Managers Only $95
member price per registrant
$195 Non-member price per registrant
1 credit per class for elective CCPf certification credit
.01 Continuing Education Unit (CEU)
Following completion of your registration, you will receive instructions
for participating in the seminar. PC-based attendees:
Required: Windows® 2000, XP Home, XP Pro, 2003 Server.
Required: Mac OS® X 10.3.9 (Panther®) or newer.
Part 1 Structure your
dispatch office for
maximum efficiency and customer service
Because maximizing efficiency must be the standard, this session’s goal
is to discuss how to improve the basic flow of dispatch operations. It
starts by identifying typical service and supply chain efficiency
problems found in most producers’ organizations. Topics will include how
to physically organize the dispatch office, how to use job descriptions
and duties to create proper performance expectations, and how to coach
staff to arrive at your goal.
This session also focuses on customer service, modern telephone and
recording systems, and proper order taking techniques. Particular focus
will be on preventing and solving problems at the order taking stage,
including methods to probe customers to reach a win-win consensus.
Finally, tips to handle an angry customer will be covered. The hour
contains tips and tasks that establish dispatch and sales communication
guidelines for increased productivity and sales.
Part 2 Management’s response to today’s changing
dispatch environment: scheduling, pricing,
changing the market and dispatch incentives.
When every customer counts more than ever, and your staff is coping with
doing more with less, it is critical to discuss how to coach staff to
make scheduling maximize your profitability. The webinar will share
ideas for handling your local market pricing pressures creatively,
including coaching dispatchers to sell value added products as well as
how to charge and collect extra charges. The session will conclude
with a discussion of incentives for dispatchers to keep them focused on
service and efficiency.