Unbekannter Anrufer

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

Yes, I can speak English. [calm] May we record this conversation for training and quality purposes?

I’m [sorry] sorry to hear about the accident. So I can help you properly, I first need your phone number. Could you please tell me your phone number, digit by digit?

Thank you. I understood your number as: zero seven nine, zero zero, three five, zero...

Thank you, one moment please while I look up your details.

I have your record now. To arrange the right service for your Porsche, I need to ask you a few quick questions. First, just to confirm: which glass is damaged — the windshield, a side window, or the rear window?

Thank you. Side windows cannot be repaired, they always need to be replaced. Next question: how large is the damage — [slow] chip-sized like a two euro coin or smaller, medium up to about five...

Perfect, so I will note the damage as small. Next, what car exactly do you drive — the make and model of your Porsche nine eleven?

Got it, the model year is two thousand nineteen. Just to be sure, can you also tell me the exact model name of your Porsche nine eleven, for example Carrera, Turbo, or another variant?

No problem, I will keep it simple. I will just note it as Porsche nine eleven for now. Next question: which insurance will cover this damage, or are you paying yourself?

Great, I will note that as full comprehensive insurance. Next, which branch or city would you like to have the appointment in?

Thank you, Frankfurt. Which day would suit you best for the repair in Frankfurt?

One moment, I will check which times are available for you tomorrow in Frankfurt.

Good news, there are free times tomorrow in Frankfurt. I can offer you three options: tomorrow Monday May fourth at ten o’clock, at eleven o’clock, or at one o’clock in the afternoon. Which time works best for you?

Perfect, I will now book your appointment for tomorrow at ten in Frankfurt.

Your appointment is booked. You are scheduled in Frankfurt Innenstadt, Zeil eighty, on Monday May fourth at ten o’clock for side window replacement. Your booking reference is C G dash C Q J N K. I will repeat: C like Charlie, G like Golf, dash, C like Charlie, Q like Quebec, J like Juliet, N like November, K like Kilo. Please write this down. Before we finish: on a scale from one to ten, with ten being excellent, how would you rate our conversation today?

Thank you for your feedback. [slow] Have a great day – goodbye...