[ Test / neither-then-afternoon ]

"Neither" to the first times, then afternoon

After the caller said neither time worked, the receptionist offered different times instead of booking one of the rejected times.

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

Hi there, I want to schedule a maintenance tune-up.

Callie

No problem. Happy to get someone out.

Callie

Can I get your name?

Test caller

Ashley Grant.

Callie

Thanks for that, Ashley Grant. What is the service address and town?

Test caller

It’s •• North Courtenay Parkway in Merritt Island.

Callie

Just to confirm, that's 8 9 •• North Courtenay Parkway, in Merritt Island, right?

Test caller

Yes, that's right.

Callie

Is (764) •••-0149 the best number to reach you? Want me to text your confirmation and updates there?

Test caller

Yes, that's the best number, and texting the confirmation and updates there is fine.

Callie

We have Thursday, November 12, between 2 and 4 PM, or Friday, November 13, between 12 and 2 PM. Which of those works better for you?

Test caller

Neither of those work for me. I need an afternoon appointment, after 1 PM.

Callie

I understand you need an afternoon appointment after 1 PM. Would Friday, November 13, between 2 and 4 PM or Monday, November 16, between 2 and 4 PM work better for you?

Test caller

Friday, November 13, between 2 and 4 PM works for me.

Callie

Got it, Friday, November 13, between 2 and 4 PM works for you. Should I go ahead and book that?

Test caller

Yes, please book it.

Callie

You're all set for Friday November 13, arriving between 2 and 4 PM with a technician. I'll text you a confirmation.

Callie

Is there anything else I can help with?

Test caller

No, that's everything. Thanks.

Callie

You're set for Friday, 2 to 4 PM. Thanks for calling Space Coast HVAC. Have a great day, bye now!

[ 02 / Checks ]

What we checked

10/10

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 Booked a time the caller agreed to (must pass)

pass The call finished properly

pass The call ended the right way

pass After the caller said neither time worked, the receptionist offered different times instead of booking one of the rejected times.

pass Answered every direct question

pass The test caller stayed on script