Working with dispatch: finding the right telephone strategy is vital for dispatchers to provide good customer service

Concrete Producer, The,  April, 2006  by James Wagner

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The best way to determine what good service is to your customers is to ask them. Many "best practice" companies hand out surveys with the delivery ticket or mail them with the invoice. While you could ask your employees their opinion, there is no substitute for getting the real story directly from your customers.

Many companies find that the view of their service is much more accurate when the opinions are gathered from the horses' mouths. Your staff's attitude toward your customers will also improve once they know what the customer expects and your goals are redirected to pleasing the customer.

Editor's note: This is part two of James Wagner's article about dispatching and customer service. The first part appeared in the January 2006 issue.

--The author is vice president of dispatch and management consulting at Command Alkon. He began his concrete career as a dispatcher in 1964 and has lectured for NRMCA, state concrete associations, and at World of Concrete. In 2001, he wrote the best-selling book, The Handbook of Ready-Mix Concrete Dispatch, which is available at www.wocbookstore.com.

COPYRIGHT 2006 Hanley-Wood, Inc.
COPYRIGHT 2008 Gale, Cengage Learning