Iyad Dawood

Guten Tag, hier ist Ramona von Carglass Deutschland. Dürfen wir das Gespräch zu Schulungs- und Qualitätszwecken aufzeichnen?

Vielen Dank. Wie kann ich Ihnen helfen?

Das tut mir leid zu hören. Gerne helfe ich Ihnen, einen Termin zu buchen. Zur Sicherheit — welches Glas ist beschädigt? Die Frontscheibe, eine Seitenscheibe oder die Heckscheibe?

Verstanden. Können Sie mir kurz beschreiben, wie der Schaden aussieht — ist es eher ein kleiner Steinschlag, der sich mit einer Zwei-Euro-Münze abdecken lässt, oder ein größerer Riss?

Natürlich, gerne auf Englisch.

So you have a larger crack on your windshield. That sounds like a case for a...

Based on the larger crack you described, we recommend a windshield replacement rather than a repair. This is the safer option and complies with German road safety regulations. Now, to book your appointment, I need a few details. Could you please tell me your phone number first?

Thank you. Let me confirm that back to you: zero-one-five-two, three-six-three-six, nine-two-two-four. Is that correct?

Let me look up your information.

I couldn't find your number in our records — welcome as a new customer. May I have your full name, please?

Thank you, Iyad. Now I need a few more details to complete your booking. What car do you drive — make and model?

Thank you. What's the model year of your Audi A6?

Got it. What's your license plate?

...

Thank you. So your license plate is D-ED-360. Is that correct?

Perfect. Which insurance covers this — or are you paying yourself?

Thank you. Which insurance company is that?

Is that HUK-COBURG?

Great. Now, which branch or city would you prefer for your appointment? You can also just give me your postal code and I'll suggest the nearest branch.

Let me find the nearest branches for you.

The nearest branch is Frankfurt Bornheim. We also have Frankfurt Innenstadt and Stuttgart Vaihingen. Which would you prefer?

Perfect, Frankfurt Bornheim it is. Which day would suit you for your appointment?

Let me check availability for tomorrow at Frankfurt Bornheim.

Great! I have several slots available tomorrow, Thursday, June 25th. How about eight AM, ten AM, or noon? Which works best for you?

Perfect. So I'll book your appointment at Frankfurt Bornheim on Thursday, June 25th at ten AM for a windshield replacement. Should I go ahead and confirm this booking?

Let me book your appointment now.

Done! Your appointment at Frankfurt Bornheim is on Thursday, June 25th at ten AM for a windshield replacement. Your booking reference is C-G-T-eight-V-X-five. Please write that down. I...

Your booking reference is C-G-T-eight-V-X-five.

Of course. C-G-dash-T-eight-V-X-five.

Okay, I'll go slower. C... G... dash... T... eight... V... X... five.

No, let me spell it out again more carefully. C-G-dash-T-eight-V-X-five. The letter after the...

Okay, I'll go very slowly. Here it is: C... G... dash... T... eight... V... X... five.

No, it's not B. Let me spell each letter clearly: C... G... dash... T... eight... V... X... five. The sixth character is the letter V, not B.

Perfect. I have your phone number, so you'll receive the confirmation by SMS. Before we wrap up — on a...

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You're welcome! On a scale from one to ten, with ten being excellent, how would you rate our conversation today?

Thank you so much for that rating!

Thank you, have a...