Description:
This two-day program will provide dispatchers with all the skills they need to improve job performance dramatically. Custom-designed especially for MSCA members, this program goes beyond traditional technical training to cover such critical dispatcher skills as leading technicians rather than letting technicians lead them, becoming the service manager’s partner, prioritizing customer emergencies, evaluating technician abilities, and managing their careers in dispatching. After attending this program, dispatchers will be able to improve their job performance by learning how to: identify the service life cycle 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.
TENTATIVE SCHEDULE
(SUBJECT TO CHANGE):
Wednesday, October 1
Arrivals at Leisure
Thursday, October 2
7:00 a.m. Depart for MCA of Western Washington (5-minute walk)
7:15 a.m. Arrive & Breakfast
8:00 a.m. Instruction Begins
12:00 p.m. Lunch Provided
5:00 p.m. Class Ends & Depart for Hyatt Regency Seattle (5-minute walk)
6:00 p.m. Dinner
Friday, October 3
7:00 a.m. Depart for MCA of Western Washington (5-minute walk)
7:15 a.m. Arrive & Breakfast
8:00 a.m. Instruction Begins
12:00 p.m. Lunch Provided
2:00 p.m. Class Ends & Depart for Hyatt Regency Seattle (5-minute walk)
Departures at Leisure
Suggested Attendees:
Operations Personnel
Hotel Information:
Hyatt Regency Seattle 808 Howell St Seattle, WA 98101