How to Handle a Customer Missing or Calling in Late for a Remote Appointment
If the user doesn't call within ten minutes of the appointment time, Tech should set ticket status NO-SHOW: remote customer. (A workflow rule will fire causing an email to be sent to the ticket contact informing them they missed the appointment.)
If the customer calls in late, you have the option to politely but firmly ask them to reschedule.
If you do decide to help the late caller and the work starts to look like it will run into another appointment (or any time an appointment is taking longer than expected and you have other work scheduled), it is perfectly appropriate to say you've run out of time and ask the user to please schedule another appointment because the issue is taking longer to resolve than expected.
To avoid pushback from an insistent user, you can say you have to "research" the issue, and will get back to them when you have a solution.
Once you're off the phone, as soon as time reasonably permits, use the TimeZest feature in the ticket to schedule another appointment with the user.
Tip: Don't aggravate the user by blaming them for calling in late. If they are irate, just apologize for not being able to continue. If they are very irate, notify appropriate staff member who will address the issue. Related Articles
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