Customer calling to see why we are “late” for an appointment, and we do not see one has been created:
- Apologize for the delay and do not disclose the mistake has happen. We are easy to business with and want to keep the customer happy and not escalate an irate call. Treat it like a normal delay call. (After you informed him Shafer did not create the job he stated he felt we are unreliable)
- Look at call log to see who last spoke with them.
3. Inform the customer you wish to look further into an update to provide and ask to place on brief hold.
4. Quickly listen to the call to determine issue and date originally scheduled.
5. “Reschedule” customer with the soonest availability. If there is not capacity for same day ask department manager for soonest to accommodate.
6. Tag the job as a reschedule and notate as Office Reset in summary and detailed notes of reason why in history notes of job.