Unbekannter Anrufer

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

[happy] Good morning, thank you, I am fine. May we record this conversation for training and quality purposes?

Thank you. [warm] How can I help you today with your car glass or appointment?

Of course, we can do that. [calm] So I can find or create your record, could you please tell me your phone number, digit by digit?

Thank you. I understood: zero seven nine zero nine one seven zero zero. [slow] Is that correct, or did I mishear any...

Thank you, I will just look up your details no...

[calm] Thank you. I have your number now. Do you already have any appointment with us, or is this your first time with this damage?

Thanks for letting me know. I will ignore the previous number. Let me repeat what I heard now: zero seven nine, zero nine zero, one seven zero zero. [slow] Is that correct?

Thank you, I will check this corrected number now.

Mohammed, nice to speak with you. I can see you already have an appointment on Saturday, May nine, at twelve o clock in Frankfurt Innenstadt. Do you want to reschedule this existing appointment, or do you need a completely new appointment for another damage?

[warm] Understood, a new appointment for your second car. First, I need a few details about the damage and the vehicle. Which glass is damaged on this car: the windshield, a side window, or the rear window?

Thank you. Since it is a side window, it always has to be replaced, not repaired. Next, how big is the damage there: would you say small, medium, or is the whole window basically broken?

[calm] Okay, so the window is completely broken, I will note that as a large damage. Now about the car itself: what make and model is your second car?

Thank you. So it is a Toyota Prius, model year twenty twenty, correct? One more thing for the booking: which ...

Great, I note Toyota Prius, model year twenty twenty. Next, which insurance will handle this damage, or will you pay yourself?

Thank you, I will note you as self payer. Now for the branch: in which city or at which Carglass branch would you like the appointment, or you can also tell me your postal code so I suggest the nearest branch...

[reassuring] No problem at all. Then we will simply book in Berlin. Which day would suit you best for the appointment in Berlin?

One moment please, I will check which times are free on May ten in Berlin.

[calm] I am sorry, there are no free times on May ten in Berlin. I can look for the next possible times for you. Would you prefer another time on a nearby day,...

[gentle] On May ten there are no free appointments at any time in Berlin, so also not at one p m. We need to choose a different day. Would you like the next possible day after May ten, or is another exact date better for you?

One moment, I will check the times on May eleven in Berlin for you.

Good news, there are free times on Monday, May eleven in Berlin. I can offer you for example eleven o clock in the morning, eleven thirty, or twelve o clock. [warm] Which of these times would you like for your side window replacement?

Perfect, I will now book your appointment on Monday May eleven at eleven in Berlin.

[calm] I see my system just blocked the new booking because you already have an active appointment on Saturday May nine in Frankfurt Innenstadt. It wants me to either move or cancel that one instead of adding another. To keep things clear for you: do you want to keep the Frankfurt appointment on May nine and also have this second car done in Berlin on May eleven, or should we change or cancel the Frankfurt appointment first?

[reassuring] Understood, you want to keep both appointments, Frankfurt on May nine and Berlin on May eleven. Right now my system cannot create a second booking as long as the first one is still marked as active under the same phone number...

[warm] Thank you for calling, have a nice day and goodbye...