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Update customer call workflows regarding no shows

Julie Martin requested to merge juliemartin-customer-calls-no-shows into master

Why is this change being made?

While searching documentation for "no shows", which is the language used in the Customer Service Skills module videos, I wasn't able to find what the time limit is to determine if a no show has occurred, and several people also missed this tidbit of information based on where it was placed in this document. I've maintained its original placement with a bit of rewriting and emphasis as well as put this information into its new section, complete with the title of "no shows" to match the language used in the video.

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
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    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.

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