This registration page may not work well in Internet Explorer. Please use a different browser to complete your registration.

Dispatcher course: Designing the service day

November 18, 2026 8:30 AM - November 19, 2026 12:00 PM (EST)

Description

Today's dispatcher plays a far greater role than assigning technicians and scheduling service calls. Every day, dispatch professionals make decisions that influence customer trust, technician effectiveness, operational performance, and organizational reputation.

Our dispatcher program has been reimagined

We're pleased to introduce a redesigned Dispatcher Development Program that reflects the evolving role of today's dispatch professional. Developed and facilitated by Steve Horwood, the program emphasizes professional judgment, communication, leadership, in a highly interactive learning environment designed to strengthen both operational performance and the customer experience.

This interactive two-day program challenges participants to think differently about the role they play in designing the service day. Through facilitated discussion, practical workplace scenarios, and collaborative exercises, participants will strengthen their professional judgment, communication, and decision-making while exploring the broader impact of every dispatch decision.

Participants will explore topics such as:

  • Building shared customer and dispatch understanding before organizing the response.
  • Strengthening customer confidence through thoughtful communication.
  • Managing electronic and verbal communication effectively.
  • Responding to increasing customer and operational expectations.
  • Matching people to moments—not simply assigning technicians.
  • Making sound operational judgments under changing conditions.
  • Developing leadership and influence without formal authority.
  • Understanding the human side of dispatch to maximize technician and customer effectiveness.

Participants will leave with practical frameworks they can immediately apply while gaining a broader appreciation of the significant role dispatch plays in designing exceptional service experiences.

Your instructor: Steve Horwood

Steve Horwood brings 40 years of experience across the mechanical and electrical service and construction industry, with leadership responsibilities spanning service operations, general management, sales, business development, customer experience and organizational development.

Throughout his career, Steve has worked with business owners, senior leaders, sales and service teams, technicians, dispatchers and customers across North America. This broad perspective has shaped his belief that strong service organizations are built not simply through good processes, but through sound professional judgment, effective communication, trusted relationships and people who understand the significance of the role they play in building customer loyalty.

For more than 25 years, Steve has been actively involved in the development of sales and operations professionals. His highly participative approach to training and facilitation uses guided discovery, practical industry experience and collaborative discussion to help participants broaden their perspective, strengthen their judgment and apply their own realizations more intentionally in their work.

Since 1997, Steve has also contributed to industry associations including BOMA, MSCA, MCAC and CanSIA as a Board or Committee member, author, speaker, trainer and facilitator.

Time


Day 1: 8:30AM - 4:00PM

Day 2: 8:30AM - 12:00PM

Pricing

  • $550 for members
  • $650 for non-members
View Event

Contact Information

Name: Madeline Dowd
Email: madeline@mcac.ca
We're sorry. No registrations are currently available. You may wish to contact the event organizer for assistance.
{{ vm.EventInfo.ErrorMessage }}

Select Registration Options

Edit
{{vm.regWarningMessage}}
{{vm.regAlertMessage}}

Exhibitor Opportunities

Name Price Att Qty
{{ et.Name }}
{{ et.IncludedAttendeesCount }} {{ et.AttendeeRegType.RemainingPerType }} Remaining {{ et.AttendeeRegType.RemainingPerType * -1 }} on Waiting List {{ et.AttendeeRegType.RemainingPerType * -1 }} Over Limit
{{ et.Remaining }} Remaining
 Sold out

Attendee Registration Options Total Remaining: {{ vm.EventInfo.VacantSpotsPerEvent }}

Waiting List Available
{{ vm.stats.totalAttendeesCount }} Registered , {{ vm.OverallOverAmount() }} on Waiting List , {{ vm.OverallOverAmount() }} Over Limit
Name Price Qty
{{ rt.Name }}
{{ rt.IsMemberOnly ? ' (Members Only)' : '' }}
Limit: {{ rt.LimitPerPurchase }}
Included Attendees: {{ rt.AttendeesCountPerOneRegistration }}
{{rt.Price | currency }} {{rt.PriceAfterDiscount | currency }} {{ rt.Price | currency }}
{{ rt.RemainingPerType }} Remaining
{{ rt.RemainingPerType * -1 }} on Waiting List
{{ rt.RemainingPerType * -1 }} Over Limit

{{'[[Sponsorship]] Opportunities' | localizeString:'['}}

Name Price Att Qty
{{ st.Name }}
{{ st.IncludedAttendeesCount }} {{ st.AttendeeRegType.RemainingPerType }} Remaining {{ st.AttendeeRegType.RemainingPerType * -1 }} on Waiting List {{ st.AttendeeRegType.RemainingPerType * -1 }} Over Limit
{{ st.Remaining }} Remaining
 Sold out
Continue

Registration Information

Edit

Exhibitor - {{er.Name}}

Exhibitor #{{ $index + 1 }}

Total: {{exhibitor.TotalPrice | currency}} {{ exhibitor.IsBenefit ? "- Included as a Benefit" : exhibitor.IsDiscounted ? "- Discounts have been applied" : ""}}
Exhibitor Directory
Primary Contact
Booth Information
Additional Information
Additional Items

Attendee - {{er.Name}}

{{ att.getAttendeeTerm(vm.EventSettings.AdditionalAttendeesTerm, $index) }} #{{ att.getAttendeeIndexDisplay(vm.EventSettings.AdditionalAttendeesTerm, $index) }}

Total: {{att.TotalPrice | currency}} {{att.DiscountMessage | localizeString:'['}}
A No Show fee is being assessed for {{fee.EventName}} on {{fee.EventStartLocalTimeString}}.
More Information Less information

Address

Phone

Additional Information
Event Sessions

{{slot.Name}}

{{$select.selected.SessionName}}
(full)
{{slot.SelectedSession.SessionDescription + (slot.HasFees ? " (Price: " + (slot.PriceTotal | currency) +")" : "")}}
Additional Items

{{'[[Sponsorship+]]' | localizeString:'['}} - {{er.Name}}

{{'[[Sponsor]]' | localizeString:'['}} #{{ $index + 1 }}

Total: {{sponsor.Price | currency}}
Continue

Additional Items

Edit

{{(vm.EventInfo.Terms.Donation || "Fundraising") + " Opportunities"}}

Campaign Name Item Description Amount
{{item.CampaignName}} {{item.Description + (item.ShowMinimumPrice && item.MinimumPrice ? " (Min: " + item.MinimumPrice + ")" : "")}}
Continue

Complete Registration

Edit

Terms & Conditions

No Show Policy

{{ vm.EventInfo.EventSettings.NoShowPolicy }}

Enter Promo Code

Billing Contact

Registration Protection
This event is synced to a webinar so no confirmation email will be sent from GrowthZone.

Thank you to our {{'[[Sponsor+]]' | localizeString:'['}}