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A 2–Part Class to Manage Dispatch in Tough Times




Two parts

Presented by

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While NRMCA hosts dispatcher classes, this is the first time material has been specifically developed to support managers and executives who are dealing with the strategic operational impact of  a downsized delivery system that must be honed so well that doing more with less remains efficient, productive, and profitable while providing maximum customer service. The content concentrates on the tools, tips, and tactics that managers need to coach their dispatch staff about that will reduce delivery costs while maximizing efficiency and customer service.  Additionally, strategically delivery concepts as they relate to pricing, changing your customer’s market environment, and dispatch incentives will be introduced.  

Next class to be announced.





Part 1
Structure your dispatch office for
maximum efficiency and customer service 

Part 2

Management’s response to today’s
changing dispatch environment: scheduling,
pricing, changing the market and
dispatch incentives.





Jim Wagner, Command Alkon (bio)

Dispatch Managers, Dispatch Schedulers, Operations Managers, Area Operations Managers, Sales Managers

Only $95 member price per registrant
$195 Non-member price per registrant




1 credit per class for elective CCPf certification credit 
.01 Continuing Education Unit (CEU)

Following completion of your registration, you will receive instructions for participating in the seminar.

PC-based attendees: Required: Windows® 2000, XP Home, XP Pro, 2003 Server. Macintosh®-based attendees: Required: Mac OS® X 10.3.9 (Panther®) or newer.



Part 1
Structure your dispatch office for
maximum efficiency and customer service

Because maximizing efficiency must be the standard, this session’s goal is to discuss how to improve the basic flow of dispatch operations. It starts by identifying typical service and supply chain efficiency problems found in most producers’ organizations. Topics will include how to physically organize the dispatch office, how to use job descriptions and duties to create proper performance expectations, and how to coach staff to arrive at your goal.

This session also focuses on customer service, modern telephone and recording systems, and proper order taking techniques. Particular focus will be on preventing and solving problems at the order taking stage, including methods to probe customers to reach a win-win consensus. Finally, tips to handle an angry customer will be covered. The hour contains tips and tasks that establish dispatch and sales communication guidelines for increased productivity and sales.

Part 2

Management’s response to today’s changing
dispatch environment: scheduling, pricing,
changing the market and dispatch incentives.

When every customer counts more than ever, and your staff is coping with doing more with less, it is critical to discuss how to coach staff to make scheduling maximize your profitability. The webinar will share ideas for handling your local market pricing pressures creatively, including coaching dispatchers to sell value added products as well as how to charge and collect extra charges.  The session will conclude with a discussion of incentives for dispatchers to keep them focused on service and efficiency.



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