Making an Appointment continued

Caller Behavior
• Identify who you are and state the reason you are calling
• When asked, provide a day and time for the appointment
• When asked, provide any necessary information
• Be sure you have given your name and telephone
• Thank the person for making the appointment

Reception Desk Behavior
• Use a business like manner when answering the telephone.
• Determine why the caller needs an appointment.
• Provide the caller with a day and time you have available.
• Ask the caller for any other important information
• Be sure to get the caller’s telephone number.
• Restate the information back to the caller.
• Close the conversation by stating “We will look forward to seeing you.”

Practice: Use the attached sheet for this group activity.
Use a copy of an appointment book page for the practice.