Perhaps one of the most important, and unsung factors of dispatching is making the caller comfortable on the other end of the line. When a dispatcher answers a call, they are representing an entire company. Which is why how a dispatcher handles customer service will make or break the perception of what the caller thinks.
Here are 5 great ways to get the best customer service from your dispatchers.
It’s probably not going to help your business much if you set standards but don’t provide training to back them up. A solid training program, or a group of standard operating procedures, can help establish guidelines and ensure quality.
Everyone wants to be told they are doing a good job when they are. Rewarding your employees for a job well done carries more weight than you think. Set up incentive programs for those who excel at customer service to motivate others.
As a manager, you should always be looking for ways to improve great service, even if you think it’s already top quality. A perfect way of getting more from your dispatchers is to ask them how to make things smoother. A personal prospective from someone on the front line is more valuable than an opinion from a far.
Problems Should be Opportunities
From the start, objective problem-solving should have importance. The earlier you institute that problems are nothing more than obstacles to overcome and adapt to, the sooner everyone on board will think the same as you. And soon, problems will be a thing of the past.
Emphasize Interpersonal Skills
Communicating over the phone is no easy task. It takes time and training to excel at it. Which is why it should be viewed as the perfect way to develop your team, and less like a burden. Placing a focus on interpersonal skills among your team will help them to be better listeners and communicators.