[ Test / reschedule-office-confirms ]
Books a repair, then asks to move it, when the shop has allow_reschedule OFF
After the caller asked to move the visit, the receptionist did NOT claim it was moved; she said the office will confirm the new time and the original time stays booked.
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 has a medical condition, and the house is bearable. It’s not urgent, so I can take the first regular appointment you have.
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 your service address and which town are you in?
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 (918) •••-0104 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 to you on 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 just remembered I have a dentist appointment then. I need to reschedule that visit to another time; any other weekday works.
Callie
For November 16, i have Monday November 16, arriving between 2 and 4 PM. Would that work?
Test caller
Could you move it to a different weekday, please? Tuesday, November 17, between 8 and 10 AM works for me.
Callie
I don't have anything open Tuesday November 17 morning at 8 AM. The closest I have is Tuesday November 17, arriving between 10 AM and 12 PM or Wednesday November 18, arriving between 8 and 10 AM. Which works better? Or name another day.
Test caller
Wednesday, November 18, between 8 and 10 AM works for me. Please reschedule me for that.
Callie
Just to confirm, Wednesday November 18, arriving between 8 and 10 AM. Should I book that?
Test caller
Yes, please move my appointment to Wednesday, November 18, between 8 and 10 AM.
Callie
No problem, I'll get that request to move your Monday, November 16, appointment between 12 and 2 PM to Wednesday, November 18, between 8 and 10 AM. Is there anything else I can help with?
Test caller
Please text me once the change is confirmed. Thanks.
Callie
No problem. Happy to get someone out.
Callie
I have Monday November 16, arriving between 2 and 4 PM or Tuesday November 17, arriving between 10 AM and 12 PM. Which works better?
Test caller
I requested Wednesday, November 18, between 8 and 10 AM, so please confirm whether that reschedule is still being processed.
Callie
For Wednesday November 18 morning at 8 AM, I have Wednesday November 18, arriving between 8 and 10 AM. Would that work?
Test caller
Yes, Wednesday, November 18, between 8 and 10 AM works. Please confirm that reschedule and text me the confirmation.
Callie
Okay. I've asked the office to move your Monday November 16, arriving between 12 and 2 PM visit to Wednesday November 18, arriving between 8 and 10 AM. They'll confirm with you, and your current time stays on the schedule until they do.
Callie
Is there anything else I can help with?
Test caller
No, that’s all. I’ll wait for the office to confirm the change. Thanks.
Callie
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 did NOT claim it was moved; she said the office will confirm the new time and the original time stays booked.
pass The receptionist never said the new time was booked as a second visit. Saying the original visit stays on the schedule until the office confirms the move counts as ONE booking and passes.
pass Answered every direct question
pass The test caller stayed on script