In this episode, BDR Trainer and Senior Service Coach Jennifer Shooshanian explains why Dispatchers are critical to the success of a service department. Jennifer covers the elements that need to be considered when scheduling service calls to reduce travel time and down time as well as strategies on how Dispatchers can positively impact internal and external customer service delivery. What type of person can succeed in the high pressure world of dispatching? Jennifer explains the traits that great Dispatchers share and highlights which ones are the most important to look for. She also provides guidance on the support that Owners and Managers should provide to set up their Dispatchers for success.(01:51) Defining the role of the Dispatcher, (5:30) Traits and skills of great Dispatchers, (12:57) Finding the right person for the Dispatcher role, (15:47) Strategy and dispatching, (22:45) Positive relationships between Dispatchers and Technicians, (30:09) External customer service, (36:37) Balancing customer service and dispatching efficiency, (39:56) How management can set a Dispatcher up for success, (45:53) Service Dispatch University as a training tool.

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