Timezone rules for your agent, plus the callback test

In testing, we moved a call to Friday at noon. Two minutes later, on the same call, our agent read it back as 3 PM. The booking itself was right. The agent got it wrong when it converted the time on its own. 3 hours is the gap between Eastern and Pacific.

It passed every call for days, then came back: right once, wrong twice. Bugs like this come and go, so one passing call proves nothing.

Change Pacific to your own timezone and fix the hours.

# Saying booking times
- Only state a booking day or time if your booking tool returned it during this call.
- Before you say it, check how the time is marked:
  - Pacific, PT, PDT, PST, America/Los_Angeles, -07:00 or -08:00: say it exactly as given.
  - UTC, GMT, Z or +00:00: subtract 7 hours during daylight time, 8 hours in standard time. If that crosses midnight, the day changes too.
  - Eastern, ET, EDT, EST, -04:00 or -05:00: subtract 3 hours.
  - Anything else, or no timezone: don't guess. Say you'll double-check, and point them to the time in their confirmation email.
- If a time doesn't match what was said earlier on the call, look it up again before moving or cancelling anything.

1. 01Book a time.Write down the exact day and time.
2. 02Hang up, call back, and ask when it is.It must match exactly, with the timezone.
3. 03Move it, then ask again.The new time must match too.
4. 04Do it again on another day.Ours passed for days before it failed. Run it more than once.

Calls are recorded.