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220-1102 · Question #529

A technician needs to perform after-hours service starting at 10:00 p.m. The technician is currently 20 minutes late. The customer will also be late. Which of the following should the technician do co

The correct answer is C. Contact the customer if the technician is arriving late.. When a technician is running late for an appointment, especially an after-hours service, it is crucial to communicate this to the customer promptly and professionally. This proactive communication manages expectations and demonstrates respect for the customer's time.

Operational Procedures

Question

A technician needs to perform after-hours service starting at 10:00 p.m. The technician is currently 20 minutes late. The customer will also be late. Which of the following should the technician do considering proper communication techniques and professionalism?

Options

  • ADo not notify the customer if arriving before the customer.
  • BDismiss the customer and proceed with the after-hours work.
  • CContact the customer if the technician is arriving late.
  • DDisclose the experience via social media

How the community answered

(32 responses)
  • A
    6% (2)
  • B
    13% (4)
  • C
    78% (25)
  • D
    3% (1)

Why each option

When a technician is running late for an appointment, especially an after-hours service, it is crucial to communicate this to the customer promptly and professionally. This proactive communication manages expectations and demonstrates respect for the customer's time.

ADo not notify the customer if arriving before the customer.

Not notifying the customer is unprofessional and can lead to frustration, regardless of whether the customer is also late.

BDismiss the customer and proceed with the after-hours work.

Dismissing the customer without communication or attempting to reschedule is unprofessional and disrespectful.

CContact the customer if the technician is arriving late.Correct

Professional etiquette requires immediate communication with a customer if a technician anticipates being late for a scheduled service appointment. This manages expectations and demonstrates respect for the customer's time, even if the customer is also late.

DDisclose the experience via social media

Disclosing work experiences on social media is unprofessional, violates privacy, and can damage a company's reputation.

Concept tested: Professional communication and customer service

Topics

#Professionalism#Customer communication#Service management#Customer service

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