[ Test / returning-caller ]

Returning customer (Dana) books a tune-up

The receptionist recognized the caller as an existing customer and did not ask her to repeat her full address from scratch.

pass All 10 checks passed.

[ 01 / Transcript ]

The call

Callie

Thanks for calling Space Coast HVAC, this is Callie. Hi Dana, welcome back.

Callie

How can I help today?

Test caller

Hi, it's time for my yearly tune-up.

Callie

I don't see an upcoming visit for this number. Want me to set one up?

Test caller

Yes, please. Mornings work best for me.

Callie

No problem. Happy to get someone out.

Callie

Still at 4 1 •• Banana River Drive?

Test caller

Yes, that's right. I’m at •• Banana River Drive in Merritt Island.

Callie

Is (253) •••-0138 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

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

Tuesday, November 17, between 10 and 12 works better.

Callie

Thanks for letting me know that Tuesday, November 17, between 10 AM and 12 PM works better for you. Should I go ahead and book that?

Test caller

Yes, please book that.

Callie

You're all set for Tuesday November 17, arriving between 10 AM and 12 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 Tuesday, 10 AM to 12 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 The call ended the right way (must pass)

pass The call finished properly

pass Took the steps she was supposed to (lookups, booking)

pass Said the lines she always has to say

pass The receptionist recognized the caller as an existing customer and did not ask her to repeat her full address from scratch.

pass Answered every direct question