Call Information
07881922840
2m 32s
Jul 30, 2025, 2:15 PM
VW Bath Motors
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Original Call Recording
uploads/bd12e1ea-3799-4d1d-a5bd-9ee43ab60434.mp3
Call Type Classification
The call focused on managing a service appointment and diagnostic booking related to vehicle maintenance, with no sales or parts inquiries involved.
Short Summary
The customer called to cancel a diagnostic appointment for their car as the issue had resolved itself, and the agent efficiently updated the booking accordingly.
Concerns
No significant concerns identified; the call was handled smoothly. Minor clarity could be improved when confirming registration details to avoid potential miscommunication.
Detailed Summary
The customer initially contacted Bath Volkswagen to discuss a service and MOT appointment for their car. They explained that due to intermittent warning lights, a diagnostic slot had been booked but now the issue appears resolved after a holiday. The customer requested to cancel the diagnostic appointment while keeping the service booking intact. The agent confirmed the details, acknowledged the cancellation, and updated the appointment without issue, maintaining a polite and professional tone throughout.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 20/100 → Display: 81/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
Speaker identification not available - showing original transcript
Thank you for calling Bath Volkswagen, part of the Mon Motors Group. All calls are recorded for training and quality purposes. Any information captured is processed in line with our privacy notice available on our website. To direct your call, please choose from the following options. For the service department call from motors. For sales, press 2. For parts, press 3. For body shop, press 4. For accounts, press 5. For anything else, please hold. Your call is being transferred. Please hold. Good afternoon. You're calling in Bathfox. You're speaking to Kimberly. How can I direct your call? Hello. Could I speak to somebody in service bookings, please? Yeah. I'll transfer you now. Thank you. Good afternoon. Barstow Volkswagen service bookings. Louise speaking. How can I help? Hello. I've got a car booked in for, a service and MOT on Friday. Can I give you the registration number? Yes, please. It's T123CEDTForTango123CharlieEchoDelta? Yep. That's right. And the name, please? It's my wife, Carol. So Carol Davis is in her name, probably. Booked for the August 1. How can I help with your appointment? So, we had to move the appointment because we're having some issues with the some all sorts of lights and things coming on on the car. We moved it to allow time to for you to do a diagnostics on the same day, but the person I spoke at the time also suggested that, you know, you could always call the AA and see if they would come and that would solve anything. Anyway, to cut a long support story short, we called the AA. We've then been on holiday for a couple of weeks. And we come back now. The car seems to be absolutely fine. There are no lights coming on. There's nothing strange happening as of today. So so I'm ringing really to cancel the diagnostic slot that we got booked. I think we should be fine with just the service number two. No worries at all. I will remove the diagnostic consultation from there as the fault is no longer present. Thank you for letting us know. That's okay. Thank you very much. Thank you. Goodbye.