[ Test / messy-tomorrow-else-wednesday ]
Messy caller: "nothing tomorrow? if not, {fallback_day} morning"
The receptionist said honestly tomorrow was full (did not imply it had looked and found nothing without saying so, and did not offer a time tomorrow).
fail The caller asked, "Do you have anything tomorrow?" and the receptionist never answered about Saturday, October 31.
[ 01 / Transcript ]
The call
Callie
Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
Test caller
My AC's blowing warm air, can somebody come take a look?
Callie
Sorry to hear your AC's 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, nobody's elderly or has a medical condition, and it's not dangerously hot inside. Do you have anything tomorrow? If not, Monday morning works.
Callie
Okay, good. Let's get a repair visit on the books.
Callie
Can I get your name?
Test caller
Gary Holt.
Callie
Thanks, Gary. What's the service address, with the town?
Test caller
•• Hopkins Avenue, Titusville.
Callie
Just to confirm, that's 1 2 0 •• Hopkins Avenue, in Titusville, right?
Test caller
Yes, that's right.
Callie
Great, thanks. Is (658) •••-0125 the best number to reach you? Want me to text your confirmation and updates there?
Test caller
Yes, that's the best number, and texting the confirmation and updates is fine.
Callie
We have Friday, October 30, arriving between 10 AM and 12 PM, or Monday, November 2, between 10 AM and 12 PM. Which works better for you?
Test caller
Monday, November 2, between 10 and 12 works for me.
Callie
Just to confirm, Monday November 2, arriving between 10 AM and 12 PM. Should I book that?
Test caller
Yes, please book me for Monday, November 2, between 10 AM and 12 PM.
Callie
Perfect, I've got that down. You're all set for Monday November 2, arriving between 10 AM and 12 PM with a technician. I'll text you a confirmation. Is there anything else I can help with?
Test caller
No, that's everything. Thanks.
Callie
You're set for Monday, 10 AM to 12 PM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
10/11pass 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 Booked a time the caller agreed to (must pass)
pass no booking in full window (must pass)
pass The call finished properly
fail The receptionist said honestly tomorrow was full (did not imply it had looked and found nothing without saying so, and did not offer a time tomorrow).
The caller asked, "Do you have anything tomorrow?" and the receptionist never answered about Saturday, October 31.
pass The receptionist offered or booked a Monday morning time, or said honestly none was open.
pass Answered every direct question
pass The test caller stayed on script