Must-Read Guide: 3 Killer Tips for Improved Dispatching

Dispatching efficiency is what every trucking owner wants to achieve because it equates productivity, reduced cost and smooth operations. But how do you improve dispatching for attracting additional riders, retaining customers and reducing complaints? Check out the following for your reference.

How to Improve Dispatching for Trucking Business

High-Quality Customer Service

First step is customer service training. Teach dispatchers how to provide quality customer service to passengers and how to establish an organized communication system between them and your drivers.

Training them on customer service will contribute to the overall scheduling accuracy and timely pickups and deliveries for your trucking business.

For example, train the dispatcher/scheduler on how to communicate with the customers directly so that they could understand the needs of the latter. It can be achieved through effective telephone techniques, active listening and customer situation assessment.

For example, teach dispatchers to SMILE – and adjust the sound of their voice, improve their messaging behavior, ignore interruptions, use correct language and approach every discussion with high energy and enthusiasm.

Additionally, teach them how to prepare and handle difficult situations. It is another way of upping their customer service skills. For example, they must know how to handle and approach with correct communication techniques in times when helping a customer could be difficult, such as when logistical problems make it hard to attend to his or her needs.

With proper communication approach, it is less likely that this customer will leave or stop doing future business with you.

On the other hand is active listening, another important component of effective dispatching.

Aside from letting the customer hang up first during phone conversations, train dispatchers on how to employ active listening (how you would want to be listened to when talking to someone else is how you can visualize what active listening is).

A few examples of the technique include focusing solely on what the other person is saying and not thinking about what you must say next.

Following this rule, dispatchers can observe that the conversation is flowing naturally – without distraction. And with that, dispatchers can respond correctly on what he understood based on the customer’s situation.

[Important rule to relay to your dispatcher: “Assume that customers just want to talk their problem or situation out, and never offer an advice unless they asked for it once they’re done speaking.”]

Even if the customer is raising a complaint about a recent service, dispatchers must learn how to wait until he or she is finished before speaking. This will make it clear that the dispatcher has given him enough time in making his point without repeating any other details.

Teach dispatchers how to engage themselves, such as asking clarification, once the customer is done talking, not interrupting their train of thought. Finally, they need to learn how to paraphrase the point/s made by the customer to show they understand what he/she said.

Driver & Dispatcher Communication

Implementation of the service is the next step after mastering customer service – and it can be achieved through effective communication between the driver and the dispatcher.

A few tools used include mobile data terminals, two-way radios and mobile phones. Both the dispatcher and driver are responsible for airtime usage and transmission respect.

What is transmission respect? This directly refers to their etiquette while on air. For one, it is discussing only relevant job related matters, not personal issues, which may interfere with important situations, including an emergency of another driver.

Another example is that dispatchers must not interrupt truck drivers when calling in, and they should speak with a normal tone and clearly when responding.

Additionally, the dispatcher must prioritize driver calls based on order of who called first, unless during an emergency when he or she should announce that the air must be cleared for the truck or vehicle with a problem.

Along these lines, dispatchers and drivers must learn proper airtime usage, and in most cases must be kept to a minimum and reserved for exclusive use for dispatching.

Details include customer’s pick-up and drop-off as well as road conditions, emergencies and weather conditions.

On that note, airtime usage can be preserved if you have a code system in place. Saying “10-4” instead of “Yes, I heard you,” is an example of coding.

You can search for “10 codes” online, print out copies and then hand it to each of your drivers and dispatchers.

• • Work Tips

Work Tips Smooth work operations is what each of you in the team aims for, so it is crucial to learn some tips in dealing with each other and improving coordination. The following are a couple of tips you can keep in mind and implement for yourself.

For the trucking company owner

Do not engage in battle with your dispatchers and drivers, as it won’t help you accomplish anything. Approach your people with an open mind. The last thing you’d want to happen is to prevent a mutual agreement from taking place.

To smoothen out and resolve issues faster, handle your people gently and avoid the “blame game” even under stressful situations.

Resolve issues with calmness and come up with a mutual agreement that will benefit everyone involved.

For the driver

Establish a couple of things upfront in terms of schedule. Since you’re the one who’s driving the truck and deals with the passengers, weather and road situations, you must review the schedule load from the dispatcher.

Talk about any possible issues and never put yourself in compromise by making promises. You don’t know what to happen outside there, so do not promise anything. Leave some wiggle room for yourself for delivery time.

Before departure, be clear about trip details. You must review and double-check the trip mileage, bring up possible obstacles to meet for the trip and propose a manageable delivery schedule, among other things.

Summing up, dealing with dispatchers is an important part of driving professionally, as you need face any given situation as a professional with efficiency and safety always being important considerations. Nevertheless, get along well with the dispatcher. Be open in communicating any issues with him, including on delivery schedules and loads.

For the dispatcher

You dispatch on a daily basis; thus, you must improve your operational skills to gain new customers and retain loyal ones.

Additionally, practice your scheduling techniques and become a master of it for prompt pick-ups, drop-0ffs and deliveries. Doing so can improve customer satisfaction and retention.

In all areas of communication, you must be an active listener, including when talking over the phone and dispatching. [Tip: Whenever possible, do not put people “on hold.”]

Know how to manage difficult situations, including technical problems, logistical issues and weather changes. And in any given situation, you must keep a cool head and relay things to the customer with respect and clarity.

CONCLUSION

Effective dispatching holds the key to the success of your trucking company, and part of the process is learning how to improve the customer service skills of your dispatcher/s and communication between drivers and dispatchers. These things will eventually help your business succeed in terms of attracting new customers, retaining loyal ones, improving day-to-day operations and increasing bottom line. At the end of the day, effective customer service and smooth driver/dispatcher relationship can lead to customer satisfaction and retention as well as improve coordination among your employees.

Topics: Dispatch in Trucking

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