2‑Day Regional Training

CSR | Dispatch

About the Training


Keep the Board Full - A high-functioning team and process start with the very first interaction with the customer. This class focuses on training CSRs and dispatchers to excel in their roles, keep your job board always full of opportunities, and send the right technician to the right job.

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What You Will Learn:

  • Call Scripts: Effective scripts for handling incoming and outgoing customer calls and booking appointments.

  • Overcoming Objections: Techniques to address and overcome common customer objections.

  • Dispatching Strategies: How to send the right technician to the right call every time.

  • Data Utilization: Using data to improve call handling and scheduling efficiency.

Course Outline:

  1. Introduction to Customer Service Excellence: Understanding the impact of great customer service.

  2. Effective Call Handling: Techniques for managing incoming calls and inquiries.

  3. Booking the Call: Strategies to convert inquiries into booked appointments.

  4. Advanced Dispatching Techniques: How to optimize your dispatch process for maximum efficiency.

  5. Seasonal Strategy: How to transition between seasons and keep the board full.

  6. Overcoming Objections: Role-playing common scenarios and how to handle them effectively.

  7. Utilizing Data: Leveraging data to make informed scheduling decisions and improve overall efficiency.

Who Should Attend: Customer service representatives, dispatchers, and office staff who interact with customers and handle scheduling.

Event Details

Dates: October 3 & 4, 2024

Where: Virginia Air - 5529 Lakeview Rd, Charlotte, NC 28269

Times: Thursday, October 3, 2024 - Registration 7:30 am, Class 8:00 am - 4:00 pm

Times: Friday, October 4, 2024 - Class 8:00 am - 4:00 pm

Lunch will be served from 12:00 PM - 1:00 PM. If you have any dietary restrictions, please let us know as soon as possible.

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