Make appointments for clients and their animals
Overview
It is important to maintain relationships with clients, so they continue to have confidence in the services of the business. It is also important to work as part of the team, seeking advice from senior members of staff when required.
This standard is suitable for anyone who makes appointments for clients.
Performance criteria
You must be able to:
confirm that anyone making enquiries is helped according to the organisational policy and is provided with additional assistance where required
identify the purpose of the enquiry and refer enquiries that cannot be dealt with to the relevant person for action
provide information to clients regarding the animal care services
access existing records or prepare new records, according to the procedures of your organisation
deal with all requests for appointments according to organisational policy
make appointments that are relevant for the animal and suitable for the purpose and that ensures the most productive use of time
confirm the availability of services which will be required, where necessary, with relevant colleagues
confirm the appointment details with the client
obtain the necessary information to make the appointment, for example, the client’s details, the animal’s details, and the animal's history
confirm the appointment details are correct and recorded in the right place
provide information as required to clients about organisational policies and services
comply with data protection and client confidentiality policies under General Data Protection Regulation (GDPR)
Knowledge and Understanding
You need to know and understand:
the organisational procedures for taking messages from clients
the reasons for confirming the client’s identity and their requirements for services
the importance of making appointments for clients and their animals that meets their requirements
the conditions that require urgent appointments and how these should be organised
the importance of maintaining communication with those involved in, or affected by, your work and how this should be done
how to make appointments and access client records
how to obtain the relevant information and give the required advice to clients
the organisational services available, their duration and cost
how the organisational appointment system works
the limits of your own authority when making appointments
the relevant legislation affecting the movement of animals
the principles and legislation that apply to data protection and client confidentiality