I work as an Heating as well as Air Conditioning serviceman & most of my job involves helping customers with heating & AC repair.
I often work on installation jobs too, however most of my job is repairs.
When customers called for a repair, they speak to a woman or lady in the dispatch office. The dispatch office routes the calls to the certain shop that handles the section where the customer is located. The two of us never genuinely speak to the customer, because the dispatch center handles all of the customer service. When I have a customer that wants to complain about scheduling, there is literally no way for myself and others to help. I have nothing to do with scheduling for the appointments. Still, every once in a while someone will blow up & get miserable. Last Wednesday a customer got frustrated because she wanted the AC service scheduled for 2 p.m. I showed up at 12 p.m. Someone from the office would have called the customer to confirm the fact that I was on the way. At that time, the customer could have told the dispatch office that she was not ready for myself and others to arrive & the two of us would have waited until 2 p.m. to help with the AC repair. When I showed up at noon, the lady lost her cool. She got mad & I tried to tell her that I didn’t schedule the appointment. I assured her that it was likely an easy mix up & even gave to come back after my next appointment. The lady called the head office & spoke with the dispatch department. She wanted to speak with the employer, although I don’t suppose she ever had the chance.