Booking, changing and recovering missed appointments

Skills you'll practise

• Collect the details needed to book a visit that can be kept: job type and skill, access, availability, contact and preparation
• Choose an appointment slot from an availability table that matches skill, customer availability and policy
• Write a confirmation that states the booked window, the customer's preparation, how to change it and the reference
• Reschedule or cancel an appointment from either side and tell everyone affected
• Handle a missed appointment by checking the record first, applying the policy fairly and rebooking

Course outline

1. 1.Booking, changing and recovering missed appointmentsVideo · 2 min
2. 2.Booking a visit that can be keptLesson · 15 min
3. 3.Confirmations, reminders and changesLesson · 15 min
4. 4.Missed appointments: finding out and putting it rightLesson · 15 min
5. 5.Booking, changing and recovering missed appointments: knowledge checkKnowledge check · 19 questions
6. 6.Booking, changing and recovering missed appointments: practical exerciseKnowledge check · 1 question
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)