Why calling Existing Appointment or not?
There are a lot of calls in which the caller is coming to the appointment but needs help to find the place, and they mention the appointment. This scenario has always been considered as 'Existing appointment'. Recently I reviewed a call (ID # 10266209598) in which the caller says:
- Hi, I'm coming in for an appointment, but I can't find the building...
The receptionist gave her directions and the call ends.
I marked it as 'Existing appointment', but the moderator told me that the caller needs to mention what type of appointment it is because it could be for repairing the facility. Is this correct? It is very uncommon to listen to the caller referring to the appointment as 'dental appointment', 'cleaning appointment', or something like that. I was penalized, by the way.
I would appreciate some guidance.Thanks in advance.
Question ID: 2276981 Status:
Open Apr 11, 2017 - 01:18 PM
Category Questions > Why Calling