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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... so will your customers.
The next Dispatcher Training classes are scheduled
for:
For more information, contact Shawnita Dickens
at 1-888-846-7622, ext. 1154 or by e-mail,
sdickens@nrmca.org
More:
Enhance your learning with these products and videos.
To purchase a textbook manual on
dispatching by instructor Jim Wagner,
click here
Course syllabus
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 on customer service job attitude and phone skills or Joan Dandurand
from Arizona State University's Concrete Institute Management Program.
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. 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
Arizona improved their job skills.
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