CEC Dispatcher Training Program
December 5 @ 8:30 am – December 6 @ 4:30 pm
The Construction Education Council is pleased to present this exclusive 2-Day Dispatcher Training Program. A contracting firm’s dispatchers serve as the nerve center of the entire company. The more knowledgeable and capable they are at serving customers and communicating with field personnel, the better they can contribute to the success of the business. The training is designed to enhance your dispatcher’s skill set through group exercises, self-assessment tools and discussion groups.
The Dispatcher Training Program was originally developed in the US by a Task Force comprised of contractors from the Mechanical Service Contractors of America and the Managing Director of Transitions Consulting Group. The program has since been updated and adapted specifically for the Canadian Market by the Managing Partner Richard Worr Consulting.
Module 1: The Dispatcher and the Service Organization
The Dispatchers Influence in the Organization and their Impact on Profitability
Module 2: Communication Skills for the Dispatcher
Communication Skills for Interfacing with all Types of People
Four Styles of Communication
Module 3: Partnering with the Service Technician
The Life of a Service Call/Walking in the Technicians’ Boots
Prioritizing Service Calls/Matching Technician Ability to Customers and Problems
What Technicians Need from their Dispatchers
The Art of Asking the Right Questions
Module 4: Servicing the Customer
Levels of Customer Satisfaction/How to Turn No’s into Yes’s
Handling Difficult Customers/Steps to Rapid Service Recovery
Applying the Finishing Touches with Correct Follow-up
Module 5: Managing the Service Manager
Managing Upward/Benchmark Self-Evaluation
Interpersonal, Self-Management, and Technical Skills
Taking Charge of Your Job and Career
Module 6: Working with the Rest of the Team
A Day in the life of a Dispatcher/Getting Rid of Stress/ Personal Action Plan
What is included in the Fee?
- 2-Day Dispatcher Training
- Course Booklet
- Certificate of Completion
- Lunch each day
- Special Note: For those with allergies & dietary restrictions – we will notify the caterer, but we cannot guarantee that we can accommodate all request
Payment, Cancellation, and Refund Policy
We value your participation in our programs and strive to provide you with the best possible experience. This policy outlines our payment, cancellation, and refund procedures to ensure transparency and fairness for all participants.
Payment Due Date:
If you choose to pay by cheque for our program, payment is due on or before October 31, 2023. Please make your cheque payable to “Mechanical Contractors Association of Canada”, mail to 701-280 Albert Street, Ottawa, ON K1P 5G8.
Cancellation and Refund Policy:
Full Refunds: If you wish to cancel your participation in the program, you are eligible for a full refund if the cancellation is requested before October 31, 2023.
50% Refund: If you cancel your participation between November 1, 2023, and November 20, 2023, you are eligible for a 50% refund of the course fee.
No Refunds After November 21, 2023: After November 21, 2023, no refunds will be granted for cancellations. However, we do understand that unexpected circumstances can arise. In such cases, substitutions are always accepted. You can designate another individual to attend the training course in your place. Please contact Jessica Shaver at [email@example.com] to facilitate this process.
Event Cancellation by MCA Canada (MCAC):
In the unlikely event that the program cannot take place, you will be notified no later than November 21, 2023. In this case, a full refund of your payment will be processed promptly. We will make every effort to inform you in a timely manner and assist you with any alternative arrangements.
Change of Participant Name:
If it becomes necessary to change the name of the person attending the training course, please contact Jessica Shaver at [firstname.lastname@example.org]. We understand that substitutions may be needed due to scheduling conflicts or other reasons, and we are here to help facilitate a smooth transition.
We appreciate your understanding of our payment, cancellation, and refund policies. These policies are designed to ensure fairness and the efficient management of our programs. If you have any questions or need further clarification, please do not hesitate to contact us.