1. Make Sure the Proper Procedures are in Place

One of the best ways to clearly communicate job expectations is to put the proper procedures in place. As a result, your field service dispatchers understand their responsibilities and know what’s expected of them.

Ensure you have the proper operational procedures in the following areas:

• Managing and routing jobs
• Navigating client issues and concerns
• Handling emergency calls
• Grouping technicians together based on skill level and type
• Dispatching extra technician help for an impromptu work order

In addition to putting the proper procedures in place, consider shadowing your field service dispatcher. By shadowing them, you can verify that they’re following proper procedure protocols as well as knowing how to navigate your field service software.

2. Utilize the Best Field Service Software

The next step is to utilize advanced field service software that works best for your business. It will create a positive work experience that creates opportunities for your team, in turn, ensuring they meet expectations. This powerful software provides you with extensive capabilities to help with daily tasks.

Here’s how field service software puts your dispatchers on the path to success:

• Acts as a centralized online system that efficiently controls every transportation process
• Tech management to easily automate scheduling, assign drivers to jobs, group multiple technicians into a crew that will work on a single work order, and add a technician on the go if there’s an emergency
• GPS tracking and advanced routing plans help provide timely appointment arrivals
• Implements a cost-effective route optimization plan – taking into consideration the location, vehicle, and fuel costs
• Business intelligence tools that help present a set of information in a visual way, such as an easy to interpret chart or customizable dashboard
• Scalability features that ensure services can be scaled, customized, and adjusted to match the needs of the business in order to provide a better experience
• Simple phone integration to track incoming calls 24/7
• Smart dispatching to know the best technician for the job based on skillset and job location
• Location mapping to see the location of each tech in real-time, including whether they are traveling, working, late or finished

3. Check-In With Your Dispatchers Throughout the Day

Complete check-ins throughout the day with your field service dispatchers to ensure steps one and two above are going smoothly. Stay flexible and adjust the plan if improvements or accommodations are needed. Consistent check-ins are a great way to make your dispatchers’ lives easier.

Plus, your dispatchers want to feel that you care about their well-being. Your proactive actions show that you’re a boss who puts forth extra effort to ensure employees are happy with their jobs and work environment. If your dispatchers feel they can trust you, then they are more likely to be successful and continue working for you.

Here are 9 productive talking points for daily check-ins with your dispatchers:

1. Ask them what they’re currently working on, or planning to do.
2. Find out what the pain points are. Let them know you understand their frustrations and are willing to work together to help come up with solutions.
3. Find out if there are any unresolved client issues or concerns.
4. Ask for technician performance updates. For example, are the technicians showing up to appointments on time?
5. Troubleshoot any software issues. Are they having trouble mastering a certain field service software feature?
6. Find out if there are any major operations updates, such as a large account cancelation.
7. Ask if they need any assistance or if there’s anything you can do to make their job easier.
8. Acknowledge their successes, but also let them know what areas need improvement.
9. Check on their workload and make sure they aren’t overworked.

4. Regularly Train Dispatchers on Interpersonal Communication Skills

Communications will not always go according to plan. There will be days when schedules are tightly packed, customer frustrations rise, and tensions are high. Remind your field service dispatchers that they are there to support customers in their time of need. Refocus the conversation on your service standards and core values.

Here are some interpersonal training skills that can be beneficial for your dispatchers, technicians, and managers:

• Conflict Resolution – active listening and problem-solving are useful for this as you’ll need to hear from all sides objectively to come to a positive resolution
• Team Problem Solving – creative thinking can help maintain harmony within a team
• Active Listening – listening beyond the words being spoken – understanding the message being communicated
• Assertiveness – confidently express your needs and opinions in a fair, honest, and calm way whilst considering the needs and views of other people
• Empathy – identify and understand others’ emotions (imagining yourself in someone else’s position) – being empathetic shows that you care

Offering coaching in these areas to sort out issues between field service dispatchers and technicians can prevent service mishaps, reduce employee turnover, lower customer attrition, and build smart, healthy communicators.