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 Plant Manager Course     Dispatcher Course     Fleet Manager Course 


 Concrete Delivery Professional Certification 



NRMCA's Dispatcher Training Course


Next Class: To be announced



Start with having to figure out complex scheduling. Add long hours and demanding clients and it’s clear why your dispatchers can feel like they need reinforcements. Not only does your on time delivery and customer satisfaction suffer, you have to deal with job turnover. We understand, that’s why our Dispatcher’s Forum gives dispatchers, schedulers, shippers, and their managers the practical, technical, ready-mixed concrete-specific, customer-centered information and skills they need to increase productivity and job satisfaction. Class sizes are limited, so there’s lots of personal attention. Send your staff to the next Dispatcher’s Forum. They’ll be armed to succeed... and so will your customers.


Enhance Your Learning


To purchase a textbook manual

    on dispatching by instructor
     Jim Wagner, CLICK HERE.


CLICK HERE for a list of products

    and videos related to this



Contact Us To Learn More!


For more information, contact

NRMCA's Shawnita Dickens at

703-706-4854 or




The goal of the Dispatcher Training Forum is

to give dispatchers, schedulers, shippers and

managers the practical, technical, ready-mixed

concrete-specific, customer-centered skills

that help them succeed. Class sizes are kept

small to assure that participants get personal

attention and time to practice new skills in

a fast-paced classroom setting. Instructors

include NRMCA's Gary Mullings on technical

aspects and Drivers' Hours of Service

compliance, James Wagner of Command Alkon

on job performance skills, and Paula Dunn of

Master Builders or Joan Dandurand from

Arizona State University's Concrete Institute

Management Program on customer service job

attitude and phone skills.


The course teaches dispatchers, schedulers and their managers how to take orders, schedule, and deliver concrete that meets all the requirements as agreed to with customers (see course syllabus below). It begins with a discussion of ready mixed concrete's technical standards as they specifically relate to dispatcher's job functions, including why ASTM C94 is critical to their job requirements. The course then hones in on a dispatcher's job skills, including taking orders, dealing with priority customers, using advance notices to ease scheduling and delivery, callbacks, clean ups, add on orders, will calls, small load charges, excessive unloading times, scheduling math, plant vs. central dispatch, and managing the dispatch office and personnel. Technical job performance is addressed and also rapid problem solving skills, including value selling, expert phone listening skills, and maintaining a proper attitude under stress. All skills are immediately applicable when the participant returns to his/her workplace.


Class instructors: Jim Wagner, Gary Mullings, Kevin Walgenbach and Eileen Dickson.



Attendees at a recent NRMCA Dispatcher Training Class in AZ improved their job skills.


Dispatcher Training Forum Course Syllabus

Day 1

Morning                Concrete Technology for Dispatchers

8:00am – 8:15am

Welcome and Introduction

8:15am – 8:30am

Overview of Ready Mixed Concrete

8:30am – 9:15am

Ready Mixed Concrete Production

9:15am – 9:45am

Fundamental Properties of Concrete

9:45am – 10:00am

Morning Break

10:00am – 10:20am

Specifications for Ready Mixed Concrete, ASTM C94

10:20am – 10:40am

Driver’s Hours of Service

10:40am – 11:00am

Mix Design Exercise

11:00am – 11:30am

Handling, Placing, Finishing Concrete

12:00pm 1:00pm

Lunch Break

Afternoon              Ready Mixed Concrete Dispatching  (Part 1)

1:00pm 1:10pm


1:10pm – 1:20pm

The Dispatcher's Job

1:20pm – 1:45pm

Problems that Prevent the Dispatcher from Achieving Success


Establishing Corporate Guidelines/Rules for Dispatch & Sales

2:15pm – 3:00pm

Organizing the Dispatch Office

3:00pm – 3:15pm

Afternoon Break


Taking the Order

3:30pm – 5:00pm

Rapid Problem-Solving Order-Taking Exercise

Day 2

Morning                Ready Mixed Concrete Dispatching  (Part 2)

8:00am – 10:00am

Scheduling Exercises

10:00am – 10:15am

Morning Break

10:15am – 11:00am


11:00am – 12:00pm

Open Forum: Problem Review with Solutions; Questions

12:00pm – 1:00pm

Lunch Break

Afternoon              The Exceptional Customer Experience:

                              Telephone Skills & Beyond  (Part 1)

1:00pm – 1:10pm

Welcome Exercise

1:10pm – 3:00pm

The Exceptional Customer Service Experience


Afternoon Break

3:15pm – 5:00pm

The Exceptional Customer Service Experience

Day 3

Morning                The Exceptional Customer Experience:

                             Telephone Skills & Beyond  (Part 2)

8:00am – 9:00am

Attitude into Action: Connecting with Your Customers

10:00am – 10:15am

Morning Break

10:15am 11:30am

Group Exercise: Phone Listening Skills & Problem-Solving

11:00am – 11:45pm

Summary of Success

11:45pm 12:00pm

Dispatcher Training Forum Wrap-Up




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