Which action should a technician take to comply with professional communication standards upon realizing they will arrive later than scheduled for an onsite appointment?
Waiting to reach the client's location to apologize in person for the tardiness.
Calling the client after the scheduled appointment time to explain the reason for not arriving.
Notifying the customer immediately, explaining the reason for the delay, and giving an updated arrival time.
Sending a brief text message to the client's phone without providing a new arrival time.
Prompt and proactive communication is key in maintaining professionalism. If a technician is going to be late, it is their responsibility to inform the customer as soon as possible, providing a new expected arrival time. This level of communication shows respect for the customer's time and mitigates frustration. The incorrect answers, while plausible actions, do not prioritize the customer's time or emphasize proactive communication, which are essential aspects of professional behavior in customer service settings.
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Why is proactive communication important in customer service?
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What should be included in the communication when notifying a customer of a delay?
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What are the consequences of not notifying a customer about a delay?