I work as an HVAC technician and most of my job involves helping customers with heating and AC repair.
I often work on installation jobs too, but most of my job is repairs. When customers called for a repair, they speak to a man or woman in the dispatch office. The dispatch office routes the calls to the specific shop that handles the area where the customer is located. We 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 angry. Last Monday a customer got upset because she wanted the AC repair 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 me to arrive and we would have waited until 2 p.m. to help with the AC repair. When I showed up at noon, the woman lost her cool. She got mad and I tried to tell her that I didn’t schedule the appointment. I assured her that it was likely an easy mix up and even offered to come back after my next appointment. The woman called the head office and spoke with the dispatch department. She wanted to speak with the manager, but I don’t think she ever had the chance.