Service Setter Booked - Humanatic Category Service Setter Booked Complete Guide

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Category Instructions: Service Setter Booked

Specific appointment or walk-in time/range within 1 hour

Specific date and time. Fix appointment
  • Example call - Caller: "I need a tune-up."// Receptionist or agent: "We can fit you in at 11:45 tomorrow morning."// Caller: "Perfect. I'll see you then!"// Call ends.
loose time range, but the agent puts down a firm time
  • Example - Caller: "I can be there between 2:00 and 4:00." // Agent: "I'll put you down for 3:00, and then if you show up a little earlier or later, that's fine."
Fix an appointment, Drop off the car before the appointment time
  • Example call - Caller: "I need an oil change."// Agent: "I will schedule you for 10:00 AM tomorrow."// Caller: "Can I drop my car off before my appointment?" // Agent: "Yes, you can drop your car off any time, and just leave your keys in the drop box."// Caller: "Great, thanks!" // Call ends.
Caller agrees to an approximate time within a 1-hour time range because they are able to be serviced at the time of arrival.
  • Example call - Caller: "I need to get my brakes repaired. Do you have any openings today?"// Agent: "You can come in now if you'd like"// Caller: "Great! I'll be there in half an hour." // Call ends.
  • Example call - Caller: "My car is being towed there right now and should be there in about 20 minutes. Can it be looked at right away?" // Agent: "Yeah, that's no problem. We'll look at it as soon as it arrives."
Caller agrees to an approximate time of "around 1 hour".

The caller discusses an existing appointment and agrees to a new appointment during the same call.
  • Example call - Caller: "I'm checking on the status of my car that's in service, and I also wanted to know if I could bring my wife's car in for an oil change."// Agent: "Your car is ready to be picked up, we can get your wife's car in at 4:00 if that time works for you."// Caller: "That works. We'll be there at 4:00."

Unscheduled walk-in or loose appointment time/range exceeding 1 hour

possibility to come in.
  • Example call - Caller: Do you have availability tomorrow morning. // Agent: "Yes, we're pretty open all morning." // Caller: "Okay, I may drop it off in the morning." // Call ends.
time range that exceeds 1 hour.
  • Example call - Caller: "I'll be there in about 2 hours."
The caller agrees to come in before or after a specific time.
  • Example call - Caller: "I can be there sometime before 4:00 PM."
  • In this example, the caller could be there anytime before 4:00, making this a loose appointment time.
  • Example call - Caller: "I won't be able to get there until after 5:00."
  • In this example, the caller could be there anytime after 5:00.
The receptionist or agent tells the caller that it is first come, first served and the caller says "OK."
  • Example call - Caller: "Do I need an appointment for an oil change?"// Receptionist or agent: "It is first come, first served."//The caller acknowledges this and the call ends.
Caller agrees to be an unscheduled walk-in.
  • Example call - Caller - "Do you accept walk-ins?" // Agent: "We'll be accepting walk-ins all day Saturday." // Caller: "I'll be there sometime Saturday then!"
Caller agrees to come in at a certain time but no appointment time is guaranteed.
  • A walk-in time within an hour range, that can be serviced immediately, is a specific appointment time. However, a specific walk-in time with no specific service time cannot be considered a specific appointment, because the vehicle cannot be serviced immediately upon arrival. In the following example, the caller gives a specific arrival time, but the service time cannot be set for a specific time. Thus, it is a soft appointment time.
  • Example call - Caller: "I need to get my car serviced as soon as possible." // Agent: "We're all booked through the whole week." // Caller: "Can I just come in and have my car serviced between other appointments?" // Agent: "You can come in and possibly have your car serviced if they have time, but we cannot guarantee a service time and you may be here for a few hours." // Caller: "I'll just get there when you open tomorrow at 8:00, and I'll wait."
The caller is having his or her vehicle towed in but no appointment time is guaranteed.

The receptionist or agent tells the caller that no appointment is necessary, they can just show up.
  • Example call - Caller: "Can I get my tire rotated today?" // Receptionist or agent: "Absolutely. You don't need an appointment. Just come on in."//The caller acknowledges this and the call ends.
The time of the visit or walk-in is for a window of time that exceeds 1 hour.
  • Example call - Caller: "My check engine light is on and I'd like to come in to have it checked out." // Agent: "No problem. Can you come in today? We have openings after 12pm" // Caller: "Yeah, I'll be there between 12:30 and 2:30." // Call ends.
Caller agrees to drop off his or her vehicle for an unscheduled appointment time.
  • Example call - Caller: "Can I get my car in for service tomorrow?" // Agent: "What time do you need it done?" // Caller: "Anytime is fine. I'll just drop it off at 7:00 and leave it there for the day." // Agent: "Great, we'll get it done before the end of the day."

Appointment requested/mentioned but not set
The caller asked about a service appointment but did not agree to an appointment.

  • Example call - Caller: "I need to bring my car in for some routine service."// Receptionist or agent: "We can fit you in tomorrow morning."// Caller: "That won't work for me. I need to get it serviced today." // Call ends.
  • Example call - Caller: "I want to get my motor oil replaced. How much do you charge for that?" // Price is provided and an appointment is requested. // Caller: "Oh, that's too much. I'm not interested. Thanks."

No appointment, walk-in, or drop-off discussed

  • The caller is asking about a service or there was an opportunity to book an appointment but no appointment, walk-in, or drop-off was discussed
  • Example call - Caller: "Does your service department do oil changes?"// Receptionist or agent: "Yes"// Caller: "Thanks." // Call ends.
  • Example call - Caller: "I want to get my fluids flushed and replaced. How much do you charge for that?" // Only the price is provided and NO potential appointment is mentioned. // Caller: "Oh, that's too much. I’m not interested. Thanks."

Upcoming scheduled appointment

  • discusses an existing appointment
  • cancels or reschedules an appointment

Vehicle already in service

  • status of a vehicle already in service.
  • adds services to a vehicle already in service.

No, not an appointment opportunity

for general conversation,

Correction: The caller never connected to a live, qualified agent

  • The caller never connected to a live, qualified agent.
  • left on hold.
  • the connection was lost no contact information was shared
  • and/or no appointment discussion took place.
  • reached voicemail.
  • wrong number.
  • The caller did not reach the desired person and left a live message.
  • The caller did not reach the desired person and declined to leave a live message.
  • hung up during the bridge greeting.
  • The fax machine sounds
  • spam.

Unfamiliar Language

  • Select this option if the call is in any language that you are unfamiliar with and unqualified to review.
  • This option is not intended for calls that contain no spoken words.

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