Subject: Re: Updates!
From: Abhishek Kumar <[email-masked]>
To: rebecca <[email-masked]>
Cc: Release Concierge <[email-masked]>, release <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sat, 15 Jan 2022 08:02:49 -0700 (MST)

Hi Rebecca 

We will start the confirmation calls today onwards. 

Thank You for the Updates. 

Regards, 
Abhishek 

From: "rebecca" <[email-masked]> 
To: "Release Concierge" <[email-masked]>, "abhishek kumar" <[email-masked]> 
Cc: "release" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Saturday, January 15, 2022 1:20:58 AM 
Subject: Re: Updates! 

Hello call center team, 
I would like to add to this. It would be much appreciated if the call center could take on confirmation calls going forward. This would mean that they will need to call all appointments, at least 48 hours in advance just to confirm those upcoming appointments. 

Script would look a little something like this: 
"Hi [guest name] this is [staff name] calling from Release Well-Being Center to confirm your upcoming appointments with us on [date]. We have you scheduled for [appointment(s)] at [time(s)]." 

If you speak directly with the guest, you can mark the appointment confirmed from the schedule (click on the appointment, from the menu that pops up, hit the confirm button. If they have more than one appointment, select the confirm all option). If you leave a voicemail, you just add to the notes under their appointment that you left a confirmation call, the date you left the message and your initials. 

We want to be doing these at least 48 hours in advance so it gives the guest enough time to cancel or reschedule without facing any penalties. It also helps avoid no shows on the day of. 

If we can start that ASAP, that would be great. Let me know what you might need from us or any questions you have. Thank you!!! 

On Fri, Jan 14, 2022 at 12:44 PM Release Concierge < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hello team, 
I want to share a few updates with you. 

    * There is a mask mandate in place by the Town of Westborough, so guests must wear masks at all times except when they are in bliss rooms, eating in the cafe, face down during a massage, and during a facial. 
    * Sam the massage provider is back! HIs schedule is being confirmed today. We know a lot of people have been inquiring about booking with him, so his available times should be posted by next week. 
    * Please tell guests when they book that they will receive forms to fill out via email, and it is a good idea to do so before their appointments so it doesn't eat into their time at Release. 
    * Finally, please let us know when you've booked a same day appointment so we can alert the provider with a phone call. Last week one of our providers almost missed an appointment because his email was down. 

If you have questions, please call. 
Thank you. 

Best, 
Kris Waldman 
Guest Services Manager