WHITE BEAR LAKE, MINN. — Best practices group Nexstar has rolled out a training program for dispatchers of residential and commercial service providers of plumbing, HVAC and electrical trades. The new NexStar Dispatch Training program is being distributed to members of the group that was previously named Contractors 2000.
“Dispatchers of service contractors play a critical role in determining both the degree of customer satisfaction and profitability of the company,” said Greg Niemi, president and COO of Nexstar. “This training program helps people in this role eliminate much of the guesswork by establishing criteria for how to get the right technician to the customer who can fix the problem, how to get the technician to the customer on time and how to keep customers informed of any changes in schedules. This training program will also help set up tracking programs for dispatchers and their supervisors to plot trends and identify coaching opportunities for improving customer satisfaction.”
Developers of the program found dispatchers were often inefficient in their jobs because of the lack of training available. The training program also helps build consistency from one dispatcher to the next.
Nexstar trainers set out to improve customer service by establishing what-if scenarios and appropriate responses for most of the common situations a dispatcher runs into each day. The developers also designed the training program to integrate with another new training program premiering at the same time, a customer service program for technicians.
Nexstar members got their first look and received a copy of the Dispatch Training program at their Super Meeting Feb. 19-21 in San Francisco. Gold and Silver level members receive these training programs at no extra charge.
To complement the Dispatch Training program, Nexstar is putting the finishing touches on a school that will present all the components of the program while coaching dispatchers with practice sessions. The Nexstar Dispatcher Training School will start by drawing comparisons between the role of a dispatcher and that of an air traffic controller. The location of the course will allow attendees to start the program in a flight simulator, reinforcing the similarities. NexStar member Tammy Cagle of Gene Love Plumbing Service in West Columbia, S.C., will teach the school.