"It's your fault."

I am 55 years old with 20 years of service in a field technician role

Customer complains I've missed the appointment and that I'm late. What they don't know is I've only had the job assignment for 5 minutes because I've picked it up as extra work. No one has taken the time to contact the customer to advise them of the situation!

With my experience I have acquired the tools to resolve this in a professional manner however you always feel you're kind of responsible for failing that customer.

Let the public know XXX tries to shoe horn as much work into our days without regard for the customer or the technicians involved.