How ITS Dispatchers Work With Drivers to Provide Quality Service
It’s often said that a company is only as good as its employees, and we couldn’t agree more.
The people who carry ITS are the ones who embody its vision, who have a passion for excellent service. These people go above and beyond to make sure our customers are happy, and they are employees from all departments. Because we firmly believe that everyone at ITS plays an equal role in ensuring the success of our company.
Take dispatchers, for example. At ITS, they are the daily load planners, customer relations managers, strategy developers, and communicators of that strategy. They are supervisors, which means they are required to stick to corporate policy and service delivery procedures. They need to demonstrate the necessary attitude, techniques, and service delivery results required by the customer, the company, and the DOT. It also means they need to perform their jobs so they align with our main objective – perfect value to the customer.
These dispatchers – some of ITS’s unsung heroes, if you will – play such an important role in the success and well-being of our truck drivers. They complete the route planning that ensures the driver gets home when he or she needs to. They’re available 24/7 to handle any concerns that may come up, and they’re there to simply lend a listening ear. Because sometimes you just need someone to talk to, to validate your thoughts. Our dispatchers are those people.
ITS is focused on developing and maintaining internal customer relationships. The concept of internal customer relationships focuses on how employees interact with one another to accomplish tasks that affect the overall company. It means that everyone relies on each other to get their jobs done.
When we’re talking about the driver/dispatcher relationship, the driver becomes the internal customer. ITS makes it a goal for its dispatchers to treat drivers exactly how they would treat any other external customer.
Because we have a desire to serve each other as team members who want to deliver perfect value, our dispatchers find out and know what is critical to quality for each customer, and in this case the customer is the driver. “What does this customer – the driver – need, want, and expect, and what can I do to make them happy?” is a common question our dispatchers ask themselves. When they know the answers to those questions, everyone wins.
Sure, there are transportation management systems that assist in carrying out a variety of exchanges that are critical to quality. But at ITS it is the driver and his or her support system – dispatchers and mechanics – that execute the physical aspects of every service delivery. They are the people working together toward the common objective of excellent service.
Success is a team sport, and it requires dedication, respect, and loyalty. Those are the game changers when it comes to internal and external customer satisfaction.