[ Test / wrong-day-tuesday ]
"Tuesday works" after being offered other days
The receptionist did not confirm a day the caller did not agree to.
pass All 9 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, my AC keeps turning on and off every couple minutes, can I get someone out?
Callie
I'm sorry to hear your AC is turning on and off like that. Could I get your name?
Test caller
Rick Moreno.
Callie
Thanks for that information, Rick. What is the service address and the town?
Test caller
•• Cassia Boulevard in Satellite Beach.
Callie
Just to confirm, that's 2 2 •• Cassia Boulevard, in Satellite Beach, right?
Test caller
Yes, that’s right. Can you do Tuesday?
Callie
For Tuesday, right now I have Tuesday November 17, arriving between 2 and 4 PM or Tuesday November 24, arriving between 8 and 10 AM. Once I have your details, we'll pick one.
Callie
Is (577) •••-0199 the best number to reach you? Want me to text your confirmation and updates there?
Test caller
Tuesday, November 17, between 2 and 4 works for me. Yes, (577) •••-0199 is the best number, and you can text me updates.
Callie
You picked Tuesday November 17, arriving between 2 and 4 PM earlier, and it's still open. Should I book that?
Test caller
Yes, please book Tuesday, November 17, between 2 and 4 PM.
Callie
You're all set for Tuesday November 17, 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, goodbye.
Callie
You're set for Tuesday, 2 to 4 PM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
9/9pass 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 receptionist did not confirm a day the caller did not agree to.
pass Answered every direct question
pass The test caller stayed on script