CMCEF will once again be offering the two-day Dispatcher Training Program in Vancouver from January 30 to 31, 2014. Registrations will be accepted until January 15th. In 2007, the program was updated and adapted specifically for the Canadian market by Richard Worr Consulting. It has been offered numerous times across Canada with great reviews.
Here is what one attendee recently said: "I just wanted to say how much I enjoyed the 2-day seminar for dispatching that I attended in Winnipeg! Rick Worr was an exceptional instructor!! The course was very informative and Rick also made it interesting and fun!! I really learned a lot about the duties and requirements of the Dispatcher position and how to excel at customer service. I would definitely recommend this seminar for not only someone new to the Dispatcher position, but also to someone who has been in this position for a while. I learned a lot of tips that will greatly enhance my performance with our customers as well as with our technicians. Thank you and please thank Rick. ~ Sherry Beaudry, ABCO Supply and Service, Winnipeg, MB
Content of the course includes but is not limited to the following: The Dispatchers Influence in the Organization and their Impact on Profitability; Communication Skills for Interfacing with all Types of People; Four Styles of Communication; 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; Levels of Customer Satisfaction/How to Turn No’s into Positives; Handling Difficult Customers/Steps to Rapid Service Recovery; Applying the Finishing Touches with Correct Follow-up; Managing Upward/Benchmark Self-Evaluation; Interpersonal, Self-Management, and Technical Skills; Taking Charge of Your Job and Career; A Day in the life of a Dispatcher/Getting Rid of Stress /Personal Action Plan.
For more information, contact Tania Johnston at 613-232-5169 or email tania@cmcef.org. Click here for futher information on MCAC's website.