Appointments and calendars · ASRR Tech
How do you organise appointment cancellations?
Define where cancellations are processed and who is notified. Decide whether follow-up is needed so cancellation does not automatically end the customer journey.
A practical example
A customer cancels because of illness and wants to rebook later.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Test cancellation.
- Check calendar and record.
- Plan suitable follow-up.
What does success look like?
Calendar and customer record show the same current appointment status.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Appointments and calendars: the wider process
An appointment connects an employee’s available time with a customer’s expectations. Explain the purpose, participants and location. Availability, confirmation and changes are one process. Test more than an empty slot: include busy calendars, cancellation and rescheduling. With connected calendars, agree which system determines availability and where changes are processed. Have both the employee and the customer inspect their own confirmation before making the booking route widely available.