Call Information
01179142351
12m 41s
Jul 28, 2025, 3:29 PM
VW Bath Mon Motors VW
Other Calls TO or FROM 01179142351
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Original Call Recording
uploads/016948db-edf8-4dda-b915-02dc01af03e4.mp3
Call Type Classification
The call focused on verifying the status and location of a vehicle for service-related pickup, involving coordination between body shops and service departments rather than sales or parts inquiries.
Short Summary
The agent assisted a caller from a body shop trying to locate a customer's vehicle within the dealership's service or body shop departments, ultimately confirming the vehicle's location and providing helpful information.
Concerns
The call involved some confusion and delays due to unclear or incorrect information from the caller about the vehicle's location, which prolonged the resolution. The agent could have structured the information gathering more efficiently to reduce call duration. There was a minor issue with clarity in communication at times, which could be improved for smoother interactions.
Detailed Summary
The caller, representing another body shop, sought to confirm the whereabouts of a Volkswagen Golf with a specific registration number, believed to be at Bath Mon Motors. The agent patiently navigated through multiple internal checks, clarifying details and verifying information despite initial confusion about the vehicle's location. After some back-and-forth and verification with colleagues, the agent confirmed the vehicle was at Bath Volkswagen's service department and provided contact details for the pickup. The call ended positively with the caller expressing gratitude for the agent's assistance and patience.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 30/100 → Display: 71/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
press 1.
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For anything else, please hold.
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Please hold.
Good afternoon. Thanks for calling Bath Fog Swaddling. You're speaking to Kimberly. How can I direct your call? Hi. Yeah. Can you put me through to your body shop, please?
Yeah. Is is it in the body shop, your vehicle, or is it It or the serializer? Be honest. My name's Anne. I'm ringing from SJ Curtis. We're a we're a body shop as well. And the customer has asked us to collect his vehicle tomorrow,
which hopefully is in your body shop, not that you're doing anything to it. I've tried sales. They think it's the body shop, but I can give you the customer's registration if that would help.
It Yep. Is
YankeeKilo25WhiskeyLimaLima.
Right. And you're SJ And I'm SJ Kerr. It's your customer's name is Martin, Martin Joseph.
Okay. Right. Bear with me. I'll contact one of estimators for you now. Perfect. Thank you.
Hi. Yeah. I've just tried the body shop, and they don't have anything with that reg. It was WLL,
wasn't it? Yeah. It was on the end. Yeah. YK25WLL.
I mean, the customer might ask it wrong. He said to me it was at Mon Motors Bath.
So I wonder if he's got that wrong.
Because I tried your sales as well, and they couldn't find it. So What vehicle is it? It's a volt a blue Volkswagen Golf with lots of stone chips all over it.
I'm gonna try ringing him again.
Yeah.
Oh, Volkswagen.
Yeah. Let me just type his name in. Yeah. Sure.
Martin
Joseph?
Yeah. Yep.
Is that j o s?
Yeah.
E p h. Yeah. Yeah.
J o s e p h.
I think it's come he's not even coming up on our system. No. That's what the salesman said. So
that's why he said to try the body shop there.
Yeah. I think I'm gonna ring this chap again. I reckon he's he said mom motor is bath, but I don't think it. I can't imagine it is.
Because the thing is his address is a Bristol address, like city center.
So it's more likely Yeah. Gonna be Volkswagen
heritage down at
Feeder Road, off of Feeder Road, I would have thought. Well, I can look at I can look at that as well, you see, because it's not Heritage no more. We we own it as well. Oh, really?
So let me have a look Yeah.
If you're
You don't have a telephone number for it, do you, that I can type in? Yeah. It's 0777
Yeah. 2622
Yeah. 576.
Yeah.
576.
6. Yeah.
No. Nothing's coming up under this Bristol. Me isn't it?
I'll pop it back into Bath.
Yeah.
Try and find
him by number.
Yeah.
No.
Neither.
That is bizarre.
I am going to
send them again.
And just But I yeah. I've rang I've rang the body shop. And Yeah. Obviously, they they all go to sort of Chatstone body shop. Yeah. Whether you're in Bristol or Bath or anywhere in Wales,
they'll go to the Mon Mon House. And I've just spoken to them there. So Yeah.
Know, Justin, who would normally deals with, like, bars. Justin Hardwick. I spoke to him. Yeah. Right.
Yeah. Yeah. But he's got in. But I've spoken to James, and I've given him that reg. And he Yeah. He nothing is coming up on the system. No. No. That's bizarre. Because the the customer himself, he's actually in Cambridge at the moment. He said in the car so I asked him for some more images. Well, I can't. He said, because the car is actually at Bath Bath
you he said it's at Bath?
Bathmont Motors. Yeah.
That was his actual word. Comes
I just think he's assuming it is, and it's probably just a Volkswagen dealer in or somebody who does Volkswagens in Bath. Right.
Let me let me try his registration number.
Yeah. Because it's a brand new vehicle as well. Yeah. I know. Yeah. Yeah. It's got stone chips all over.
What else did it have on it? Hang on. 105879.
Have a look.
This is why we're picking it up because the pictures that you sent, they're not really good enough. And we said we might as well just have the vehicle in. We are we're approved for Volkswagen.
We can do it.
So he said we'll pick it up. It's at Bathmoor Motors.
And I was only ringing as a courtesy. It's to make sure it doesn't care.
And then
Yeah. Right. I found him. Ah.
So it it
it was booked in
service
Right. On the twenty seventh. Well, I took the time get out on the July 1.
So let me speak to James
in service. Service. Right. Okeydoke. Yeah. I'll I'll ask him if it's there. Oh, thank you. That's okay.
Hi. Yes. It's at Bath Volkswagen.
Oh, brilliant.
If the driver comes up there and sees somebody in service
Yes. They'll let him have the key. Yeah?
Mark Mark Farley knows about it. Yeah.
Mark Mark Farley.
Yeah.
Perfect.
Oh, that's wonderful. We'll be up sometime tomorrow then. I I don't know what time. You know, you've been amazing. Thank you for your help and your patience with that. That's brilliant. Expecting
it to go this afternoon.
Right. Okay. No. It will be tomorrow. He's he's been to sort of Newport already this morning and a couple jobs in Bristol. So sometime tomorrow. We've got one in the morning, so probably later in the morning, I think. Oh, thank you so much. Alright. No problem. All the best. You. Bye. Bye. Bye.