Darryl Moseley has a multitude of tricks up his sleeve as a service dispatcher.

Consider these “tricks” a product of his many perspectives. In his career, Darryl has worked as a technician, service manager and most recently a dispatcher for the East Texas area. He sees the service “court” from all angles.

In basketball, the follow-through (extension of your shooting hand towards the basket after ball release) is a critical component to nailing the shot.
In copier service, the follow-up is just as critical. As a dispatcher in East Texas, Darryl Moseley knows this as much as anyone out there.
In his current role, he often finds himself behind the scenes in the customer experience. It’s his job to navigate, to hand off, vs take on the issue head-on.

But that’s not to say he doesn’t do more than his part. In fact, when a customer at Holy Trinity Seminary praised the work of the dispatcher in their post-service survey, Darryl reinforced the fact that Creating Raving Fans occurs on many levels.

He's Friendly.

Those who meet Darryl recognize this pretty early on. From the time he earned a degree in electronics and found his way to his first Canon Dealer (he also applied at a Monroe calculator company!), to the many years of dirt track racing every Friday night in the fall, to his experience with East Texas Copy  Systems and Datamax, Darryl has rarely met a stranger.

A friendly smile and an “aww-shucks”  “How can I help you?” goes a long way with clients, too.

"I'm the first person they’re going to talk to (when they have a service need),” Darryl said. “I need to be understanding of their issues and problems, and reassure them that we’re going to get to them as soon as we possibly can.” 

He's Thorough.

Chalk that up to his time as a service manager. Truth be told, as a manager he spent a decent amount of time with his eyes on the dispatching board, making sure calls were getting dispatched properly. Add to that his knowledge of error codes, parts usage, decades of poring over manuals, etc. and Darryl’s been known to proactively ask a few initial questions of the customer, or offer up some helpful tips for the dispatched technician.

“It definitely helps to have the service background. I’ve still got sitting next to me a lot of old manuals with error codes.  I’ll ask the customer a few questions if I suspect what might be going on, and I’ll offer up suggestions on what the tech needs to bring along,” Darryl said.

He Celebrates Team Wins.

During the interview, Darryl mentions multiple times the need to give props to Phillip Washington and Michael Fuller, each of whom made it out to local churches late on a Friday afternoon so that the respective staff could continue to prepare for their Christmas services.

“You have to recognize that kind of urgency on their part,” Darryl said. 

He Follows Up. 

In fact, this was the point of praise for the customer at Holy Trinity. Whether he’s following up with an update on the tech’s arrival, or if there’s a looming question that needs to be answered, Darryl is diligent in his determination to follow up.

“It’s pretty simple. You can’t leave customers hanging. The follow-up is a major thing because customers need to know what’s going on at all times.”