Dispatching is one of the most important roles within your field service company. The dispatcher is the first person to talk with customers, the one who schedules jobs, and the one who provides techs with all of the information they will need out in the field.
In a way, your dispatcher is the representative of your company. They make the first impression with your customer, so having great phone communication skills is key.
Your dispatcher should be able to communicate clearly with all types of personalities, because they will be working with many different people. They should be able to handle customer issues effectively and efficiently. MO.S.T. suggest saying no without saying no. Try saying we can’t help you on this day, but we can help you on this day". You want someone who doesn’t just say no. You want a dispatcher who will give the customer options.