Rescheduling Appointment

This article outlines the steps to take when rescheduling a customer's TSA appointment. We will walk through the process step-by-step, to ensure you will have a better understanding of how to successfully reschedule a customer's TSA appointment.

The Customer would like to reschedule their appointment because of the following reasons:

1. CX is not yet prepared with the necessary documents for the appointment. Solution#1
2. CX missed his/her appointment. Solution#1
3. CX is having difficulty with the link in the email we sent for rescheduling. Solution#2
4. CX cannot make it to his/her appointment. Solution#1
5. CX's appointment is too far away from her location. Solution#1
6. CX wants to change the time/date of the appointment. Solution#1
7. Due to whatever reasons, CX has requested assistance to reschedule. Solution#2

Solution#1:

• Use the "Rescheduling Appointment" Macro

• Go to the Order App, locate the customer's order, and find the UEID in the Order Actions section.
• Update the UEID in the email template.
• Send the email and send a text.

• If there are no more questions or issues that need addressing, please mark the ticket as SOLVED.   

Solution#2:

• Go to the Order App, locate the customer's order, and find the UEID in the Order Actions section. Copy the UEID.
• Navigate to the TSA website, paste the UIED, and input the customer's date of birth. Click Next. 

• The Date of Birth of a customer can be located in the Order App under the Order Details section.

• Click Reschedule Appointment

• Enter the customer's Zipcode, then click "Search".

• Desired Interview location can be found in the Order App.

• Unless a customer requested a specific interview location, choose the closest or first location provided.

• Choose the date and time desired by the customer and press the Submit button to finalize the changes.
• Update the Order App with the new schedule and click "Update Order".
• Send the new schedule to the CX using the macro "XYZ" and also send a text along with it.
• If the customer has no more concerns, mark the ticket as SOLVED. 

NOTES:

• Ensure that updates to the interview details on the website are always reflected in the Order App as well.

• If the interview has already been completed by the cx due to a walk-in, remove the interview details from the order app to prevent the customer from receiving notifications with the outdated schedule.