[ Test / es-out-of-area-jacksonville ]

[ES] Caller in Jacksonville (outside service area)

The receptionist told the caller Jacksonville is outside the service area and gave a referral or alternative.

pass All 11 checks passed.

[ 01 / Transcript ]

The call

Callie

Thanks for calling Space Coast HVAC, this is Callie.

Callie

How can I help today?

Test caller

Hola, mi bomba de calor está haciendo un ruido como que raspa, estoy en Jacksonville, ¿pueden venir a verla?

Callie

Lo siento, no damos servicio en Jacksonville. Cubrimos Merritt Island, Cocoa, Cocoa Beach, Rockledge, Titusville, Melbourne, Viera y Satellite Beach. Para su zona, Cool Breeze Air al (321) •••-0199 le puede ayudar.

Callie

¿Le puedo ayudar con algo más?

Test caller

No, gracias. Voy a llamar a Cool Breeze Air.

Callie

Gracias por comunicarse con Space Coast HVAC. ¡Cuídese!

[ 02 / Checks ]

What we checked

11/11

pass 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 Didn't take steps she shouldn't have (must pass)

pass The call finished properly

pass Said the lines she always has to say

pass The receptionist told the caller Jacksonville is outside the service area and gave a referral or alternative.

pass By the caller's second Spanish turn at the latest, the receptionist was speaking Spanish, and it stayed in Spanish (an immediate switch is fine).

pass Answered every direct question