Unbekannter Anrufer

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

[calm] Thank you, we can continue in English. May we record this conversation for training and quality purposes?

Thank you. How can I help you with your auto glass issue today?

[calm] I am sorry to hear about the accident. So I can really help you, I first need your phone number. Could you please tell me your phone number, digit by digit...

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

[calm] One moment please, I will look up your details now.

I have your number, thank you. You said the front glass of your twenty nineteen Porsche nine eleven is completely gone and you need a new one. Just to confirm, which glass is damaged: the windshield, a side window, or the rear window?

[calm] Thank you for confirming. The front window means the windshield, so this will be a full replacement. You already mentioned a Porsche nine eleven from twenty nineteen. Is that correct, or do you have a different exact model name, like Carrera S or Turbo? And next question: which insurance will handle...

[calm] Perfect, Porsche nine eleven, model year twenty nineteen, understood. Next, which insurance will handle this damage, or are you paying yourself? For example Allianz, Huk,...

[calm] Understood, you are in Germany now, thank you. Which ...

[calm] Thank you for clarifying, you have full insurance, so comprehensive cover. Do you know the name of your insurer, for example Allianz, Huk, Axa, or something else? If you are not sure, you can just say you do not know.

[calm] No problem, we can still book the appointment even if you do not know the insurer now. You said the front windshield is completely gone, so the damage is large. Is that correct, a large crack or missing glass, not just a small stone chip? And in which city or branch in Germany would you like the appointment for your Porsche...

[calm] Thank you. I understood the postal code as six three zero six nine. The nearest branches are: Frankfurt Bornheim, Frankfurt Innenstadt, and Stuttgart Vaihingen. Which branch would you prefer: Frankfurt Bornheim, Frankfurt Innenstadt, or Stuttgart...

[calm] Great, so we will use the branch Frankfurt Bornheim. Now we choose a time. Which day would suit you best for the appointment there? For example tomorrow, a specific weekday, or ...

[calm] Let me quickly check for any free times at that branch for today....

[calm] Perfect, tomorrow at ten in the morning at Frankfurt Bornheim. To be precise, I can offer you Monday, May fourth, at ten in the morning, in the Frankfurt Bornheim branch...

[calm] I will now book your appointment for tomorrow at ten in Frankfurt Bornheim.

Done. Your appointment in Frankfurt Bornheim is on Monday, May fourth, at ten AM, for a windshield replacement. Your booking reference is C-G-dash-Y-W-F-eight-W. Please note it down. Before ...

[calm] No problem, we can change that. Right now you are booked in Frankfurt Bornheim on Monday, May fourth at ten in the morning. To be sure I move the right booking: do you want to shift this same appointment to exactly two days later, same time at ten in the morning in Frankfurt Bornheim?

[calm] I will now move your appointment to two days later at ten in the morning.

[calm] Your appointment has been moved. The new time is Wednesday, May sixth, at ten in the morning in Frankfurt Bornheim, under the same booking reference C-G-dash-Y-W-F-eight-W. Is there anything else I can help you with regarding your windshield or the appointment details...

[calm] Your appointment with booking reference C-G-dash-Y-W-F-eight-W has now been cancelled. Is there anything else about your Porsche or the damage that you would like help with today...

[calm] I confirm again: the appointment linked to your Porsche, with booking reference C-G-dash-Y-W-F-eight-W, is already fully cancelled in our system, so there is no active booking anymore. Is there anything else you would like to change or ask about your windshield or insurance situation today...

[calm] Yes, I can hear you clearly. Your previous appointment has been completely cancelled, so there is no booking active now. Is there anything else you would like me to help you with regarding your car glass or a new appointment...

I am sorry to hear you had a bad experience. Your feedback is important, and I will ensure it is noted. Before we hang up, on a scale from one to ten, with ten being excellent, how would you rate our conversation today...

[calm] I can only help with auto glass topics and your Carglass appointments, not soccer games or sports results. If you like, we can still arrange a new appointment for your Porsche’s windshield, or answer questions about repair,...

[calm] My name is Remona, I am the Carglass...

[calm] At the moment I do not have your name stored, only your phone number and appointment details. If you would like me to use your name in future bookings, you can tell me your first and last name now, and I will note it for your customer record.

On a scale from one to ten, with ten being excellent, how would you rate our conversation today?

[calm] Thank you for the high rating. Have a great day, goodbye.

[calm] Thank you for the high rating. Have a great day, goodbye.

[calm] I am still here. Is there anything else you would like help with...