Dispatcher Training

Today's dispatcher plays a far greater role than assigning technicians and scheduling service calls. Every day, dispatch professionals make decisions that influence customer trust, technician effectiveness, operational performance, and organizational reputation.

Our dispatcher program has been reimagined.

We're pleased to introduce a redesigned Dispatcher Development Program that reflectsthe evolving role of today's dispatch professional. Developed and facilitated by Steve Horwood, the program emphasizes professional judgment, communication, leadership, in a highly interactive learning environment designed to strengthen both operational performance and the customer experience.

This interactive two-day program challenges participants to think differently about the role they play in designing the service day. Through facilitated discussion, practical workplace scenarios, and collaborative exercises, participants will strengthen their professional judgment, communication, and decision-making while exploring the broader impact of every dispatch decision.

Participants will explore topics such as:

• Building shared customer and dispatch understanding before organizing the

response.

• Strengthening customer confidence through thoughtful communication.

• Managing electronic and verbal communication effectively.

• Responding to increasing customer and operational expectations.

• Matching people to moments—not simply assigning technicians.

• Making sound operational judgments under changing conditions.

• Developing leadership and influence without formal authority.

• Understanding the human side of dispatch to maximize technician and customer

effectiveness.