By Cerebro · Practical guide
Start with the everyday questions
Opening hours, what you offer and how to request an appointment can be useful first jobs. Give the agent the information it should use and keep it up to date. That can free your team from answering the same questions throughout the day.
Make it easy to reach a person
Complaints, unusual requests and missing answers need a clear next step. The agent should pass on the question and the details already collected, so the customer does not have to explain everything again.
Be clear about what is confirmed
Taking a booking request is not the same as confirming an appointment. The agent needs to check the connected diary and receive confirmation before telling the customer a time is booked.
Try the awkward questions too
Test incomplete messages, unclear questions and requests your business cannot accept. Include the people who will take over those conversations. The aim is fewer interruptions without leaving customers stuck.