Champion Representative No Show
If a customer calls in and says their sales representative did not show up to their scheduled appointment time, take the following actions:
During Standard Business Hours:
1. Apologize to the customer
2. Warm transfer the caller to the local office (during standard business hours)
3. Send email communication immediately
· Subject Line: Champion Representative No Show – {Office Name}
· Include the Following Information:
· Customer name, address, phone number
· Appointment date and time
· Any comments provided by the customer
· Champion Representative name
· Send email to:
· Local office email
· Champion-RDI@RDIMarketing.com
· Senior Leadership Distribution List
Script for Standard Business Hours:
“Thank you for your call. I’m sorry to hear that our Champion Representative was not able to attend the appointment. I will notify the office and our management that this occurred. I will transfer you to the local office. They may be able to find out the current location of the Champion Representative. Please stay on the line while I briefly put you on hold.”
After Hours/Office Is Closed or Unreachable:
1. Apologize to the customer
2. Ask if they would like to have their appointment rescheduled
3. Send email communication immediately
· Subject Line: Champion Representative No Show – {Office Name}
· Include the Following Information:
· Customer name, address, phone number
· Appointment date and time
· Any comments provided by the customer
· Champion Representative name
· Send email to:
· Local office email
· Champion-RDI@RDIMarketing.com
· Senior Leadership Distribution List
Script for After Hours:
“Thank you for your call. I’m sorry to hear that our Champion Representative was not able to attend the appointment. I will notify the office and Champion Management that this occurred. In the meantime, I would be happy to reschedule your in-home estimate. Can I go ahead and get that rescheduled?”