[ Test / reschedule-after-booking ]
Books a repair, then immediately asks to move it
After the caller asked to move the visit, the receptionist either moved it to a new time or clearly told him how the change will be handled (e.g. the office will call to move it); it did not just ignore the request.
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
Hey, my AC is blowing warm air, can I get somebody out to look at it?
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
No, nobody’s elderly or a baby, and there aren’t any medical concerns. The house is bearable, so it’s not urgent.
Callie
Okay, good. Let's get a repair visit on the books.
Callie
Can I get your name?
Test caller
Kevin Ortiz.
Callie
Thanks, Kevin! What is the service address and the town?
Test caller
•• Aurora Road in Melbourne.
Callie
Just to confirm, that's 2 1 2 •• Aurora Road, in Melbourne, right?
Test caller
Yes, that's right.
Callie
Is (639) •••-0101 the best number to reach you? Want me to text your confirmation and updates there?
Test caller
Yes, that’s the best number, and you can text me the confirmation and updates.
Callie
We can get someone out Monday, November 16, between 12 and 2 PM, or Tuesday, November 17, between 8 and 10 AM. Which of those works better for you?
Test caller
Monday, November 16, between 12 and 2 works for me.
Callie
Just to confirm, Monday November 16, arriving between 12 and 2 PM. Should I book that?
Test caller
Yes, please book that.
Callie
You're all set for Monday November 16, arriving between 12 and 2 PM with a technician. I'll text you a confirmation.
Callie
Is there anything else I can help with?
Test caller
Actually, I need to reschedule that visit. I have a dentist appointment then. Could we do another weekday instead?
Callie
No problem at all about the dentist appointment! Would Monday, November 16, arriving between 2 and 4 PM work for you instead?
Test caller
Yes, please move it to Monday, November 16, between 2 and 4 PM.
Callie
You're all set for Monday November 16, 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 Monday, 2 to 4 PM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
11/11pass 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 Took the steps she was supposed to (lookups, booking) (must pass)
pass The call finished properly
pass Didn't take steps she shouldn't have
pass After the caller asked to move the visit, the receptionist either moved it to a new time or clearly told him how the change will be handled (e.g. the office will call to move it); it did not just ignore the request.
pass The caller was not left with two bookings, and was not told a time was changed unless it actually was.
pass Answered every direct question
pass The test caller stayed on script