I work as an Heating, Ventilation plus A/C serviceman and most of our task involves helping customers with heating and A/C repair.
I often work on installation tasks too, however most of our task is repairs.
When customers called for a repair, they speak to a man or lady in the dispatch office. The dispatch office routes the calls to the identifiable shop that handles the section where the customer is located. Every one of us never actually 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 me to help. I have nothing to do with scheduling for the appointments. Still, every once in a while someone will blow up and get miserable! Last Saturday a customer got sad because she wanted the A/C repair busy 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 me to arrive and all of us would have waited until 2 p.m. to help with the A/C repair. When I showed up at noon, the lady lost her cool. She got mad and I tried to tell her that I did not schedule the appointment. I assured her that it was likely an straight-forward mix up and even offered to come back after our next appointment. The lady called the head office and spoke with the dispatch department. She wanted to speak with the supervisor, however I don’t think she ever had the chance.