No Appointments Available

Quick Answer

No slots for their preferred date?

  1. Check next available dates
  2. Offer 2-3 alternatives
  3. If urgent → Ask supervisor about emergency slots

Customer can't wait? → Be honest, offer alternatives or "Waiting for Answer"

Step-by-Step: Handle No Availability

Step 1: Check Other Dates

Don't give up on the first date. Look at:

  • Next few days
  • Different times on same day
  • Next week
Availability calendar
Scroll through dates to find availability

Step 2: Offer Alternatives

Give 2-3 options:

"I don't have anything available on Tuesday, but I can offer you Wednesday at 10 AM or Thursday at 2 PM. Which would work better?"

Let them choose - Don't push one time over another.

Step 3: If Nothing Works

Customer can't do any of your options?

Option A: Wait for cancellation

"I can put you on our list and call you if something opens up earlier. Would that help?"

Use "Waiting for Answer" and add a note.

Option B: Close the task

"I understand. If you'd like to try again when your schedule is more flexible, just give us a call."

Close with "No Availability" reason.

Urgent Situations

Customer has an emergency (no AC in summer, broken pipe, etc.)?

What to Do:

  1. Check with supervisor - There may be emergency slots
  2. Ask about overbook - Sometimes we can squeeze in urgent cases
  3. Be honest - If truly no options, tell them

What to Say:

"I understand this is urgent. Let me check with my supervisor to see if we have any emergency availability."

Put customer on hold → Ask supervisor → Return with answer.

Scripts for Different Situations

Customer's preferred date is full

"Unfortunately, [date] is fully booked. The next available is [date]. Would that work for you?"

Customer needs same-day

"Let me check our same-day availability... [If none] I'm sorry, we're fully booked today. The earliest I can get you in is [date]. I know that's not ideal - is there anything else I can help with?"

Customer is frustrated

"I completely understand your frustration. Let me see what options I can find for you."

Then check thoroughly before giving up.

Customer wants to wait for opening

"I'll make a note that you'd like an earlier appointment if something opens up. We'll call you if there's a cancellation."

What NOT to Do

Don'tWhy
❌ Promise slots you don't haveCreates bigger problems later
❌ Book overlapping appointmentsTechnicians can't be in two places
❌ Make up availabilityYou'll lose customer trust
❌ Give up after one dateAlways check alternatives

Closing the Task

If customer doesn't want any available options:

  1. Add note: What dates you offered, why they declined
  2. Click Resolve & Close
  3. Select "No Availability"

Example note:

Offered Wed 10 AM, Thu 2 PM, Fri 9 AM. Customer needs this week only, no times work. Will call back when schedule opens up.