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CSR Team

Rescheduling Appointments

Keating Kuhn

Keating Kuhn

September 23, 2025

Primary Role: 

Customer Success Representative

Tools Needed:

  • Workiz > Track tech assignments; coordinate schedules; client contact information

Rescheduling Process

  • Tech not able to make appointment
    • If a tech is on a job that is taking longer than expected or their vehicle breaks down they should contact the office
      • Tech, if they have already contacted the client > update the client that they will not make it
      • Office > reach out to the client to reschedule same tech or different tech depending on availability
  • Client calls office to reschedule appointment
    • First, work with the client on the phone to reschedule to another time they are available
    • Make sure the appointment is updated on the original tech’s schedule > send them a text to let them know about the change.
  • Client calls tech to reschedule
    • Tech should tell client the office will reach out to reschedule
    • Tech should immediately let the office know
    • Office calls client to reschedule to a time that works for them based on availability

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