I was an Appointment Setter in different online platforms of a nail & massage spa I personally manage for six years from June 2017 to July 2023. As an Appointment Setter, I had to answer all concerns pertaining to our services, rates and its changes, schedules of operation and services, availability of technicians and therapists, customer complaints, and many others. I was personally committed to answering all our customers as swift as I could, round-the-clock (for as long as I was awake), as replying to them immediately--while they still had the interest and attention on us--would typically make them proceed to finalizing the appointment. It was also important to consider that most of our customers wanted to speak to a real person instead of receiving an automated response. Based on my experience, customers are likely to be more responsive when they are engaged to a human-to-human communication. We are all humans, and everyone expects to be received by humans, too, because the feelings and connection are always there and better.
Every communication was a learning opportunity for me. I got familiar with different customer personalities, behaviors and perspectives toward the spa, and learned how to handle them differently according to who and what they are. All the inquiries, requests, comments and complaints that needed to be addressed had all contributed over time to building anticipatory actions and proactive decision-making that result to a better customer experience.
While someone else is doing the job for me now, I occasionally come in to check how communications are being managed to make sure all our customers are being handled appropriately.
Alongside being an Appointment Setter, I also have a work experience as Marketing and Creative Development Officer at the same spa, working on brand-building, campaigns and sales strategies, risk mitigation, digital visuals for its social media accounts using Canva, and print ads.
To give a short background about myself, I finished Bachelor of Arts Major in Communication Arts at the University of the Immaculate Conception in Davao City, Philippines in 2009. Since then, I am engaged in the different sub-categories of the sales industry. It took me nine years until I started managing this humble local business I am currently in.
