Unbekannter Anrufer

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

Thank you. May we record this conversation for training and quality purposes?

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

I’m [calm] sorry to hear about the accident, but we’ll sort this out. So I can find your record and help with an appointment, could you please tell me your phone number, digit by digit?

Thanks. I heard: zero, zero, seven, nine, zero, zero, three, five, zero, eight, five. Is that correct?

[gentle] Are you still...

No problem at all. Please tell me your phone number again, digit by digit, and I will...

Got it, so it’s zero, seven, nine, zero, zero, three, five, zero, eight, five. [slow] Zero, seven, nine, zero, zero, three, five, zero, eight, five. Is that now correct?

Thank you, I will just look up your details with this phone number.

I couldn’t find this phone number in our system, so we’ll treat you as a new customer. Since your Porsche’s windshield is broken and needs replacement, I’ll arrange an appointment for you. First, what is your full name, please?

Thank you, Zaid. And what is your last name, your family name?

Thank you, Qais Al Zaghal. Next, just to confirm: which glass is damaged on your Porsche, the front windshield, a side window, or the rear window?

You’re right, you did say it before. I just need to confirm it clearly for the booking. Is it the front windshield, a side window, or the rear window that is damaged?

Thank you. For the side window, we always do a full replacement. Next question: how large is the damage — [slow] small like a coin, medium up to about five centimeters, or large with a crack or...

[calm] Understood, the side window glass is completely gone, so that counts as a large damage and full replacement. Next I need some details about your Porsche. What model is it, for example Cayenne, Panamera, Macan, and which model year is it?

Perfect, a Porsche nine eleven from twenty nineteen. Two more short questions so we can book correctly: First, which insurance will cover this damage, or will you pay yourself?...

For side windows like yours, Carglass always does a full replacement; they cannot be repaired. If you pay everything yourself without glass insurance, a side window replacement is usually clearly less than a windshield replacement, but the exact price depends a lot on the vehicle model, in your case the Porsche nine eleven. I cannot see concrete prices here, but Carglass can tell you the exact amount when creating the booking or directly at the branch, including any insurance share or deductible. Do you have partial cover insurance for glass damage, or are you planning to pay completely yourself?

[calm] Understood, so you would be paying the side window replacement yourself. For self pay customers, costs depend strongly on the exact Porsche nine eleven variant and the glass, so I cannot give you a precise number here. What I can do is book you an appointment so the branch can give you a binding quote before any work is done. Would you like to go ahead and book a replacement appointment, and if yes, in which city in Germany would you like to bring the car?

...

I can tell you the options in Berlin, but I cannot see your live location. In Berlin there are several Carglass branches, for example in Alt Friedrichsfelde, Ostseestraße, Potsdamer Straße near the center, Rennbahnstraße, and others...

Great, please tell me your postal code, digit by digit.

Thank you. That postal code, six zero four eight six, is in Frankfurt am Main, not Berlin. Did you mean you are in Frankfurt now and want the nearest branch there, or do you still prefer a branch in Berlin?

Alright, so we’ll look in Frankfurt. Carglass has several branches in Frankfurt, for example at Am Roemerhof, Borsigallee, Darmstaedter Landstrasse, Grosse Eschenheimer Strasse, Hanauer Landstrasse, and Mainzer Landstrasse. [clarifying] Are you looking for something close to Am Roemerhof, or would ...

I cannot see your live map position, but I can match by city and give you nearby addresses. For your postal code six zero four eight six in Frankfurt, the closest Carglass branch is very likely: Am Roemerhof twenty one, six zero four eight six Frankfurt am Main. There are also other branches in the city, for ...

Good, so we will use the branch at Am Roemerhof in Frankfurt for your appointment. Next, which day would you prefer to come in for the side window replacement on your Porsche nine eleven?

Right now I can’t see the exact current clock time, but we are talking about today, so we can choose a day from today onward. For your appointment in Frankfurt Am Roemerhof: would you prefer to come tomorrow, the day after tomorrow, or sometime next week?

Okay, you would like an appointment tomorrow in Frankfurt Am Roemerhof. I cannot see the exact free time slots myself here, but typically there are several options during the day. Would you prefer a time in the morning,...