[ Test / elderly-hard-of-hearing ]
Rambling, hard-of-hearing elderly caller
The receptionist stayed patient and kind. If the caller asked for a repeat AND did not answer the question, the receptionist repeated or simplified it; a 'what was that?' followed by an answer needs no repeat.
pass All 10 checks passed.
[ 01 / Transcript ]
The call
Callie
Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
Test caller
Hello? Hello, is this the heating people? My heater won't come on and my husband Harold used to take care of these things, God rest him.
Callie
Sorry it's out. We have a tech on call 24/7 for that. Is anyone there elderly, a baby, or with a medical condition, or is it getting really hot or cold inside?
Test caller
What was that, dear? I'm 84, and it's about 55 degrees in here, but I'm all right, it's not an emergency to me. My cat's curled up by the vent, poor thing.
Callie
Oh no, I'm sorry. Let's get this to the on-call tech right now. Just a few quick questions.
Callie
What is your name?
Test caller
Edna Mae Fowler. Harold always knew how to coax that old furnace along, but I never learned.
Callie
What is your street address?
Test caller
It's •• South Washington Avenue in Titusville, dear. I think Harold put the cat's food near the back door.
Callie
Just to confirm, that's 3 3 0 •• South Washington Avenue, in Titusville, right?
Test caller
Yes, that's right, •• South Washington Avenue in Titusville.
Callie
Is number the best number to reach you?
Test caller
What was that, dear? Oh, yes, that's the right number to call me back on. My hearing isn't what it used to be.
Callie
Quick check so the tech comes prepared: is the thermostat on and set to heat?
Test caller
What was that, dear? The thermostat, yes, I believe it's on heat, and I turned it up, but the house is still 55 degrees.
Callie
And have you checked the breaker for the system? Is it tripped?
Test caller
What was that, dear? I haven't checked the breaker, I wouldn't know which one it is—Harold used to handle that sort of thing. My cat's keeping me company while I wait.
Callie
Thanks. It's marked urgent and the on-call team has your address and number. Expect a call or text back within 15 minutes. If anything starts smoking or sparking, turn the system off and get everyone outside.
Callie
Is there anything else I can help with?
Test caller
No, dear, that's all. I'll keep an ear out for the phone, though I may need you to speak up. Goodbye.
Callie
Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
10/10pass Never gave out another customer's details (must pass)
pass Never said 'booked' unless it really was (must pass)
pass Only promised callbacks she'd confirmed (must pass)
pass one active booking (must pass)
pass The call ended the right way (must pass)
pass The call finished properly
pass Took the steps she was supposed to (lookups, booking)
pass The receptionist stayed patient and kind. If the caller asked for a repeat AND did not answer the question, the receptionist repeated or simplified it; a 'what was that?' followed by an answer needs no repeat.
pass The receptionist kept the conversation on track and got the essential details.
pass Answered every direct question