Check for any open WO's on the account. (Do NOT look for related Maintenances at this time, just look for any Maintenances ON the account.)
If there are any open WOs, provide the customer an update on the current status.
If the WO has been open for more than 48 hours, check with a lead or Supervisor to determine if an escalation is necessary.
If the maintenance has been in for less than 48 hours, educate customer on existing maintenance. Remind customer that they do not need to be home and may not see the tech working. Assure the customer the maintenance will occur over the next several days. If problem still exists after maintenance, please notify us.