Your company's first impression is often made over the phone! Answering phones and scheduling appointments courteously, efficiently and professionally is an important skill for any receptionist or customer service representative.
Things You'll Need
- Scheduler (a paper or electronic version)
Answer the phone in a professional manner, greeting the customer courteously and stating the company's name. For instance, you might say, "Good morning, ABC Company. How can we help you today?"
Determine the customer's need. Listen, with care; then, depending on the customer's requirements, connect them to the appropriate person, or proceed to the next step: booking an appointment.
Obtain the customer's name and contact information. Ask if the caller is a new or returning customer. Some organizations may prefer the word "client." For new customers, request the correct mailing address, telephone number and email address. For returning customers, verify that this information is the same, and make any changes the customer suggests.
Book the appointment. Ask the customer when they would like to schedule an appointment, offering them the next opening available in your scheduler. Continue this process until you have found an acceptable appointment time and date; then, place the customer's name and phone number in the scheduler in the appropriate space.
Verbally confirm the appointment by repeating the time and date back to the customer.
Wrap up the call. Thank the customer for calling your organization and remind them of any cancellation policies. Inform the customer of payment methods available. If your location has changed, provide this information to the customer.
Courteously end the call. Thank the customer again, wish them a good day and hang up the phone.