Dispatcher Training

Are you a dispatcher interested in gaining critical skills to dramatically improve your job performance? Go beyond traditional technical training and discover how to lead technicians rather than letting them lead you, become the service manager’s partner, prioritize customer emergencies, evaluate technician abilities, and manage your own career in dispatching.

In this two-day session, you will learn how to identify the service lifecycle and the critical contact points that impact service success, recognize the importance of the dispatcher’s job and its impact on the organization’s profitability, communicate effectively with technicians and customers, and use good decision-making approaches for optimum priority setting and effective resource allocation.


Module 1: The Dispatcher and the Service Organization

  • The Dispatchers Influence in the Organization and their Impact on Profitability

Module 2: Communication Skills for the Dispatcher

  • Communication Skills for Interfacing with all Types of People
  • Four Styles of Communication

Module 3: Partnering with the Service Technician

  • The Life of a Service Call/Walking in the Technician’s Boots
  • Prioritizing Service Calls/Matching Technician Ability to Customers and Problems
  • What Technicians Need from their Dispatchers
  • The Art of Asking the Right Questions

Module 4: Servicing the Customer

  • 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

Module 5: Managing the Service Manager

  • Managing Upward/Benchmark Self-Evaluation
  • Interpersonal, Self-Management, and Technical Skills
  • Taking Charge of Your Job and Career

Module 6: Working with the Rest of the Team

  • A Day in the life of a Dispatcher/Getting Rid of Stress/Personal Action Plan


This session is ideal for: All service dispatchers.  Including small and large contractors, distributors, suppliers and anyone responsible for the management of service vehicles.


Two-day course: December 7 & 8 (8:30 to 4:00 each day)

Price includes a comprehensive manual, snacks and lunch both days.


Facilitator: Richard Worr

Richard Worr is a senior industry manager and leading educator with more than 35 years of industry experience in North American and international markets. His accomplishments in the industrial, commercial, and institutional marketplace include corporate training and organizational management experience in the areas of management, strategic development, contract administration, customer service, project management, estimating, and executive leadership. Richard is a highly acclaimed instructor who works closely with the Canadian Mechanical Contracting Education Foundation (CMCEF), having taught literally thousands of contractors at various seminars, workshops, and conferences.

  • December 7, 2017 - December 8, 2017
    8:30 am - 4:00 pm


Venue:   Winnipeg Construction Association - Burnell Room

1447 Waverley St., Winnipeg, Manitoba, Canada, R3T 0P7