Unbekannter Anrufer

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

Thank you. [calm] How can I help you with your appointment booking, what happened to your glass?

I am [calm] sorry to hear that happened. So we will book a replacement for your right side window. Before we go into details, I first need to find your record. Could you please tell me your phone number, digit by digit?

Thank you. I understood: zero seven nine, zero zero three, five zero eight five. [calm] Is that correct?

One moment please, I will look up your customer record now...

Understood, so this is for another car and a new appointment. Since this is a fresh booking, may I first have your full name, please?

I do not see your name in my view yet, so I need you to say it once. [slow] Could you please tell me your first and last name as they should appear on...

I am afraid I cannot see your name in the system record, it is empty there. Please [slow] say your first and last name clearly, so I can enter it for this new booking.

I did not catch your name there. [slow] Please say your first name and last...

I am still not hearing your name coming through. ...

Thank you, I have your name as [calm] Qais Alzagal. Now, just to confirm the damage: you said the right side window is completely broken, so we need a side window replacement, correct? Also, what car is this for, the...

Great, side window replacement it is. Now I need a few details about this car. What car do you drive, make and model?

Thank you. So the make is Toyota; I also need the model. [slow] Is it a Corolla, Yaris, RAV four, or something else...

Thank you, so it is a Toyota Corolla. Next, from which model year is this Corolla, approximately...

Perfect, a Toyota Corolla from twenty nineteen. For a side window we always do a replacement, so size is clear. Now, which insurance will handle this damage, or are you paying yourself...

Got it, you have full insurance; I will note that as comprehensive cover. To route it correctly, which company is your insurer, for example Allianz, Huk, AXA, or another...

No problem, then I will leave the insurance company open for now. For the appointment, which city or Carglass branch would you like, or you can tell me your postal code so I suggest the nearest one?

Alright, Frankfurt it is. [calm] Which day would suit you best for the appointment for your Corolla’s side window in Frankfurt?

One moment, I will check what times are available in Frankfurt on that day.

I have several times on Friday, May eighth in Frankfurt. I can offer ten o’clock, ten thirty, or eleven o’clock in the morning. Which of...

Alright, I will now book your appointment for Friday at ten o'clock in Frankfurt....

Thanks for clarifying. My system is not allowed to create a second appointment on the same phone number while one is already active. We have two options: either we move your existing Frankfurt appointment on Monday, May eleven to Friday, May eight at ten for the Corolla, or I connect you to a colleague who can handle two separate bookings for you. What would you prefer, reschedule the existing appointment or ...