A dispatcher wears many hats. At any given time they are a scheduler, a planner, a customer service representative, and an expert task-master. But it doesn’t come easy. Being an efficient dispatcher and excelling at service scheduling takes practice and confidence. Traits that sometimes develop over time.
Here are 3 tips to help you be a more efficient dispatcher.
1. Saying “No” is not an option. Being a dispatcher means more than the namesake implies. Dispatching also requires a huge amount of dealing with customers on a daily basis, and working with customers means learning what each one expects from you. For this reason, saying “No” is not an option. Rather, say “We are unable to do that for you. How about another day?” Customers are more willing to work with you than you think. By giving them options, and being realistic, you are keeping the door open and providing good customer service.
2. Learning to prioritize will save you a headache. While this takes a bit of a learning curve, those who have been in the business for a while will tell you that if you don’t learn to assign importance to each call, you will be in for quite a stressful day. Addressing the importance of each situation, and allocating the action appropriately, is great for customers and creates a positive impact on time management.
3. Routing for the sake of profit. Depending on what form of dispatching you are involved in, this point does change a tiny bit. However, the overall point should be fairly obvious. That is, to be the most efficient dispatcher, routing the appropriate people in profitable way will save time and money (and keep everyone happy). Gas is too expensive, and time is too precious to have your people being sent all over the map. Using a mapping tool can help dispatchers see where their people are, and help them to dispatch and allocate accordingly and effectively.
By taking the time to master these 3 traits, you will be on your way to becoming a more efficient dispatcher. It will take some time (so don’t stress), but once you get it, you’ll see positive results and increased productivity.