DOWNLOAD: 15 Golden Rules Of Dispatching
By Julie Crisara
The Dispatcher's Golden Rules are the fundamental basis on which the Dispatcher's Job Description Contract is based. On the following pages, we will go over each golden rule to try to explain why these rules are important. Keep in mind that there are other rules to be followed as well. The Golden Rules are just job priorities that must be met by the Dispatcher day in and day out. These rules must be reviewed and used by the Dispatcher daily. . . .
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DOWNLOAD: Call Back Log
Joe Crisara
This call back log can be used by a Dispatcher, Owner, Service Manager or Tech to track the amount of call backs that have been done recently. This form also can help leverage the thought process to come up with a better solution other than what just failed. This will help to bring every call back to a functional outcome that will service your customer better. . . .
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DOWNLOAD: Sales Call "Priority Alert" Opportunity Board
This is a "Priority Alert" board or a poster to help dispatchers and sales coordinators schedule the best opportunity for the sales people to be in front of a customer who will buy. When deciding which call to choose. Always choose the best opportunity for the company and the sales person to be successful. Calls with no decision maker present or if they are not sure when they will do the work tend to be place at the bottom. . . .
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DOWNLOAD: Nato Phonetic Alphabet
The NATO phonetic alphabet is the most widely used spelling alphabet. The NATO alphabet assigns code words to the letters of the English alphabet acrophonically so that critical combinations of letters (and numbers) can be pronounced and understood by those who transmit and receive voice messages by radio or telephone regardless of their native language, especially . . .
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E-BOOK: Retaining Customers By Handling Concerns
Sometimes in our busy day to day struggles to run a contracting company we lose sight of the importance of keeping customers happy to the degree that they will return. This leads us to the question of how important is it to know how to handle disgruntled or dissatisfied clients. Well. We can start with the premise that customers are the primary reason for us being in business to begin with. . . .
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DOWNLOAD: Approved Vendors Recurring Issues Sheet
By Joe Crisara
What do you do when disaster or even a small problem strikes and the owner of the business is not there? Most employees make a decision that could be a wrong and costly one. Fortunately, you can use this sheet to "pre-select" various vendors for your employees so that they can feel truly empowered to make the same decision that you would make in situations that are near crisis. Just fill in your preferred vendor for these situations. Use the blank sheet . . .
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DOWNLOAD: Dispatch System Flow Chart
BY Julie Crisara
This is a map to show how a particular service system is laid out visually. Service, like most anything runs in a cycle with a beginning and an end. This chart illustrates how the call integrates with the csr, the dispatcher and the technician. Use this chart as a guidline to start and develop your own system flow chart so your people can visually follow the game plan. This way your staff can execute with clarity, the vision you have for the operation of your company. . . .
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DOWNLOAD: Dispatcher Job Description
This is an invaluable document that you can use or model when creating a job procedure of decription for the all important dispatcher's job. Included is many procedures and rules of thumb for success when dispatching service techs. Keep in mind that this document is in alignment with the "Golden Rules" of dispatch that we at Contractor Selling.Com beleive in. This explains much of why the golden rules are important and why they should always be considered. . . .
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DOWNLOAD: Call "Priority Alert" Opportunity Board
This is a "Priority Alert" board or a poster to help dispatchers and sales coordinators schedule the best opportunity for the techs or sales people to be in front of a customer who will buy. When deciding which call to choose. Always choose the best opportunity for the company and the sales person to be successful. Calls with no decision maker present or if they are not sure when they will do the work tend to be place at the bottom. . . .
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DOWNLOAD: The Golden Rules Of Dispatch Posters
These nine posters illustrate all of the fundamental "golden rules of dispatching" when operating a service business. These are effective to remind the dispatcher and the techs that there are certain things that the dipatcher must do each and every call for the system to function properly. . . .
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