Agent support manual

Book appointments

As a call centre agent for Bushland Blooms you will need to make appointments for: bullet point.

• an on-site visit , bullet point.

• a delivery , bullet point.

• an installation.

To do this, you need to know about time slots, and the procedures for booking an appointment.

Remember to check/enter the following information in the database each time you make an appointment for a customer: bullet point. customer's name , bullet point. customer's address , bullet point. contact phone number , bullet point. payment details , bullet point. time of the appointment. Record any necessary additional information, such as 'beware of the dog', 'park on the left side of drive', 'place delivery behind the front gate', and so on.

Time slots

Bushland Blooms cannot specify the exact time a technician can visit, so appointments must be made for a time either AM or PM, or within a 2 hour block, AM or PM.

AM is between 8am and 12pm.
Appointments could be made for any time between: bullet point.

• 8-10 , bullet point.

• 10-12

PM is between 12pm and 6pm.
Appointments could be made for any time between: bullet point.

• 12-2 , bullet point.

• 2-4 , bullet point.

• 4-6
  

Procedures for booking an appointment

1. Discuss possible dates and times with the customer.

2. Put the customer on hold while you quickly switch through to the service department to arrange the appointment based on the customer's preference. The appointment scheduler may or may not be able to confirm the appointment immediately, so you will need to do one of the following:

• If the appointment is confirmed, then inform the customer that the appointment was successfully confirmed and enter the details into the database. , bullet point.

• If the appointment cannot be confirmed, then inform the customer that you have requested their preferred dates and times and that a service department member will call them back soon to either confirm the date, or make alternative arrangements. Note the preferred date and time in the database. , bullet point.

  After phoning and confirming the final arrangements with the customer, the service department will amend the database with the correct details.

Read the section on Process an order under the Customer database section in this manual.

You should also read the Database help in the Customer database section on the Intranet for more details on how enter appointment details on to the database.

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