Google the word “dispatcher” and just see how quickly the word “communication” comes up.

Lizzie Byrd (and other dispatchers across our organization) is as careful with her communication as a delivery driver is with a brand-new copier and a stair climber. It has to be DEAD ON PERFECT.

Her role? To direct technicians in Little Rock, Fort Smith, Hot Springs, and Texarkana to appropriate customer sites throughout out the day. She also tracks parts inventory, checks in with customers, and takes calls on the related whereabouts of any given service issue.

When copier issues are popping up like wildfires, our dispatchers are clutch at getting the technicians to the right spot to extinguish those flames. With service GPS ultimately in her hands, communication is paramount, and keeping everyone informed is non-negotiable.

In the Clutch: 4 Top Notch Communication Points.

Everyone’s style of communication is different, but here’s what Lizzie’s found that works if she wants to continuously keep everyone informed in the most positive manner possible.

1. She’s not overbearing.

“It has to be a balance where you’re not telling people what to do, as long as everyone knows what they should be doing. You want them to be receptive and want to come to work to do their job. I let them know what needs to be done, and they’re good at taking it from there,” Lizzie said.

2. But she is direct.

“It’s all in the way you say it,” Lizzie said. “I have learned that the more direct I am with customers and technicians to make sure all parties know what needs to be done, the better the results will be. One thing is certain: If you don’t sound sure of yourself, it’s not going to come across the right way.”

3. She gets to know folks personally.

“It’s important that I get to know their personality and who they are,” Lizzie said. “I’ve learned that different people have different tones, some like to joke around while others are direct. Whether it’s the way I craft an email or the way I conduct myself on the phone, it’s important I always know WHO I’m talking to.”

4. She’s in the clutch with communications.

“I feel like communication is pivotal for all of us. Without me being on top of my game, service calls can’t be done and we can’t do what we’ve promised our clients (to Create Raving Fans!),” Lizzie said. “To sum it up, I have daily contact with all the technicians. It’s on me to make sure everything runs smoothly.”