Handling appointments

Handling appointments

By Monica Faustin-Charles

MANAGING APPOINTMENTS​

​Scheduling appointments

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Most appointment require scheduling in advance. When appointments have been confirmed by the executive, the receptionist is informed so that the client's arrival is recorded.

MANAGING APPOINTMENTS​

​Making, Confirming and Cancelling

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Alternatively, the receptionist may have to make, confirm and cancel appointments for the executive​. To do this she/ he may need to be familiar with the executive's schedule to know the block out times that he has reserved.

MANAGING APPOINTMENTS​

​Appointments must be recorded

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Appointments must be recorded so that there is a record of callers. Most of single every- day computer applications have programmes that help keep customer data neat and organised.

Two systems of appointment scheduling

​The manual system

the manual system, which uses an appointment book, and a computerized scheduling system. The choice of systems will depend on the size of the practice, how many providers’ schedules must be managed, and the preferences of the staff responsible for the daily schedule.

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Two systems of appointment scheduling

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Computerized Appointments Scheduling

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This quick method allows you to search for available appointment times. Typically, you enter the desired date, and the computer displays the schedule for that day, showing any available time slots. Another feature allows you to search the appointment database for the next available time slot.

​Many software packages offer an advanced search that defines the resources required for a certain type of appointment​

Open Ended

What are two main types of systems used for appointment scheduling?

The Appointment Book

An appointment book provides space for noting appointments for an entire year. It may have a single sheet for each day and a separate page for each provider or show an entire week on two facing pages

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​DATE 2022	​VISITOR'S NAME	​VISITOR'S TELEPHONE NUMBER	​VISITOR'S COMPANY / HOME ADDRESS	APPOINTMENT TIME	​TO SEE
​25 May	​Ms Shedeka Lewis	​665-7589	​J R GRandin & Company 125 Kelly Village New Grant	​09:15 hrs	​Mr. Micha Walters Human Resource Department.

Open Ended

List two (2) important fields that must be filled out in an appointment book ?

Subject | Subject

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• ​Check appointment book for available days and time.

• Check with executive/ Supervisor to make sure of the days and time he/she is available.

• ​Recite available days and time to client for appointment.

• ​Confirm date and time with client

• ​Record in appointment book confirmed date and time agreed upon with client.

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STEPS TO SCHEDULING APPOINTMENTS

Multiple Choice

  Which of the options is NOT a step involved in scheduling an appointment with a client for your supervisor.

• Record in appointment book confirmed date and time agreed upon with client

• Tell the client whenever they are ready, walk into the office to see the supervisor.

• Check with executive/ Supervisor to make sure of the days and time he/she is available.

• Confirm date and time with client

• Check appointment book for available days and time.

MAKING APPOINTMENTS​

​Recording appointments

Some companies use a book called the appointments book or register, to schedule meetings and events. The receptionist's desk diary may be used, and in some offices, appointments are recorded on computer.

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Multiple Choice

Some ways to record appointments are:

• Encyclopedia

• Dictionary

• Book or Register

• Computer or receptionist desk Diary

CONFIRMING APPOINTMENTS

Appointments should be confirmed with the caller at least 24 hours before the appointed time. The receptionist should telephone the person named in the appointment book, giving the name of the organisation or the person on whose behalf the call is made.

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CONFIRMING APPOINTMENTS

The receptionist should say that the call is being made to confirm the appointment.

It is good practice to ensure that you communicate directly with the person whose appointment you are dealing with.

otherwise, find out and record the name of the party to whom you spoke, for future reference , if needed.​

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Confirming an Appointment

Caller: Good morning. My name is Lisa Perkins. I am calling from W.G Skinner and sons Ltd. May I please speak with Mr. Malcom Berrette?

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Receptionist: I can put you through to his office. Would you like to speak with his secretary?

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Confirming an Appointment

Caller: Yes, thank you[ on being connected to the secretary]: My name is Lisa Perkins. I am calling from WG Skinner and Sons Ltd to confirm an appointment for Mr Malcom Berrette to meet with Mr Gary Small, our Human Resource Manager, on MAy 27 at 09:15 hours.

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Secretary: I have it recorded in my diary. Please hold while i confirm with Mr Small​.. Yes, Ms Perkins, Mr Small has noted the appointment date, time and venue. Thank you for your confirmation.​

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Multiple Choice

The receptionist should wait till the day of the appointment to confirm the appointment with the client.

• True

• False

Multiple Choice

The receptionist should communicate directly with the person to whom the appointment is made with.

• True

• False

CANCELLING APPOINTMENTS

An appointment is cancelled when one or both parties are unable to meet on the pre- planned date or time.

Some reasons may be as a result of other commitments, illness or an emergency situation. The client must be notified as early as possible after the decision to cancel has been made.​

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CANCELLING APPOINTMENTS

A call is made to the company or person and an apology is given for cancelling.

An email may also be sent informing the person of the cancellation. This creates a record of the communication.

If possible make cancellations well in advance of the appointment date and time.

This will allow the parties to reschedule their own activities.​

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RESCHEDULING APPOINTMENT

When an appointment is cancelled, the receptionist deletes the information from his/her records, depending of the system he or she is using. Another date and time may be offered to the client. That date must be convenient to all parties concerned and must be recorded in the diary of the executive.

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Rescheduling appointments

• Offer to reschedule when you cancel.

• List a few time slots available.

• Record the new time agreed upon for the meeting.

REMINDER SYSTEMS

The person who manages appointments for executives and managers is responsible for keeping an ongoing check of all appointments. Important details are the dates, times, organisations, venues and person with whom the appointments are made as well as the nature of the business or documents required.​

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Open Ended

What are five (5) important details to keep when managing appointments?