[ Test / conflict-full-window ]

Conflict: asks for Thursday morning, which is full; settles on another Thursday time

When the caller asked for Thursday morning, the receptionist said plainly it had nothing open then (rather than pretending or offering a Thursday morning time), and offered real alternatives.

fail The call didn't end the way it should have.

[ 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 is blowing warm air. Can I get someone out Thursday morning?

Callie

Sorry to hear your AC is blowing warm air. 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, none of those apply. I’d still like the Thursday morning appointment if you have one.

Callie

This Thursday morning is booked up. The next Thursday morning I have is Thursday November 12, arriving between 8 and 10 AM or Thursday November 12, arriving between 10 AM and 12 PM. I do still have Thursday November 5, arriving between 12 and 2 PM or Thursday November 5, arriving between 2 and 4 PM. Once I have your details, we'll pick one.

Callie

Okay, good. Let's get a repair visit on the books.

Callie

Can I get your name?

Test caller

Nothing at all Thursday morning?

Callie

Sorry, what name should I put this under?

Test caller

Dana Whitfield. Thursday, November 5, between 12 and 2 works for me.

Callie

For Thursday November 5 afternoon, right now I have Thursday November 5, arriving between 12 and 2 PM or Thursday November 5, arriving between 2 and 4 PM. Once I have your details, we'll pick one.

Callie

What's the service address, with the town?

Test caller

•• Fiske Boulevard in Rockledge.

Callie

Just to confirm, that's 1 2 2 •• Fiske Boulevard, in Rockledge, right?

Test caller

Yes, that's right.

Callie

Perfect, thanks for confirming. Is (422) •••-0152 the best number to reach you? Want me to text your confirmation and updates there?

[ 02 / Checks ]

What we checked

11/13

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 no booking in full window (must pass)

pass The call finished properly

fail The call ended the right way

pass When the caller asked for Thursday morning, the receptionist said plainly it had nothing open then (rather than pretending or offering a Thursday morning time), and offered real alternatives.

pass The receptionist never said it couldn't see the schedule or that the tech would sort out the time.

fail The time the receptionist booked and confirmed is the one the caller finally agreed to.

The caller agreed to 'Thursday, November 5, between 12 and 2,' but the receptionist never booked or confirmed that slot.

pass Answered every direct question

pass The test caller stayed on script