Call Information
07856127712
12m 21s
Jul 29, 2025, 4:16 PM
VW Bath VW UK
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Original Call Recording
uploads/3ea2c293-7ae9-44ae-832a-94876a50d782.mp3
Call Type Classification
The call focused on diagnosing and booking a service appointment for wiper blade replacement and potential further vehicle investigation, rather than selling products or parts directly.
Short Summary
The customer called Bath Volkswagen to book a replacement for noisy and juddering wiper blades under a Mobility scheme, and the agent assisted in scheduling a suitable appointment.
Concerns
• Initial transfer and hold times were quite long, which could impact customer experience • Some minor communication clarity issues, such as confirming registration details and mileage • Scheduling limitations due to customer’s availability caused some frustration • Agent could have proactively offered alternative solutions or clearer explanations about Mobility claim process
Detailed Summary
The customer contacted Bath Volkswagen to request new wiper blades and inquire about claiming them through Mobility. The agent confirmed the issue, gathered vehicle and customer details, and explained the process including potential further diagnosis if replacement did not resolve the problem. Scheduling challenges were discussed due to the customer's holiday and work commitments, but a suitable appointment was eventually booked for September 13 at 08:00. The agent also informed the customer about connected services and a minor software update for the vehicle.
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
Your call is being transferred.
Please hold.
Good afternoon. Bath Volkswagen.
Alison speaking. How may I direct your call?
Hello. I'm I'm not sure. I'd like to request new wiper blades,
but we're on Mobility.
So is that something that I can claim through Mobility?
Yeah. We need to book it in. Bear with me. I'll pop you through now. One sec. Alright. Thank you.
No.
Your call is important to us. Please continue to hold, and an agent will be with you shortly.
Your call is important to us. Please continue to hold, and an agent will be with you shortly.
Your call is important to us. Please continue to hold, and an agent will be with you shortly.
Good afternoon. This is Emma in the booking scene for Bath Volkswagen. How can I help? Hello. I'd like to require quest sorry. I'd like to request new wiper blades, please. It's on mobility.
Okay.
Alright. Let's have a look.
So
they're not clearing the screen then. No?
Wait. It's the noise they're making.
Oh.
Right. Okay. So that might be quite they and they judder.
Okay. So they're, like, they're making, like, a really loud squeaks, and and they
and they judder as they're going along.
We we have run across along to clean the blades, but it doesn't seem to help.
Yes. Quick clean. Okay.
So I'm
probably gonna need it in to do some investigation then to find out. I mean, how old is the vehicle?
About eighteen months.
Might just be and what sort of mileage you're on?
What mileage are we on?
7,000.
You've estimated 7,000
off top of our heads.
Just trying to sort of think which way we're gonna do it so we could try to sort of putting on new blades
and issues if that cures it. If not, it might need further diagnosis. I think they will do it that way around.
What's the registration?
AMS.
Oh, for Mike Sierra?
No. Foxtrot
Yep.
3T.
3Tango?
Yep.
K. So we've got a tick one in the color of deep black pearl.
Yep.
And
if you wouldn't mind just confirming the name and the first line of the address.
It's under mister Ian Lane, 99 Chantry Gardens.
Thank you. Then we've got
a landline that ends in 298.
Yep. Then your mobile ending in 712.
Yep. And then mobile ending in 094.
Yep. That's the end. Yep. And then Ian Lane 04 At G Mail Dot Com? Yep. That's it.
This has come up onto the screen as well that although you've enrolled
your vehicle to connected services through the app on your mobile phone, You have an
adviser of your preferred dealer. So if we're always the dealer that you use, if you pop us in there on the app, then any warning lights or service lights that come up, then, obviously, it notifies
our digital team as well. Alright? Okay. Okay. Yeah. K.
So mine is about 7,000.
Yeah. We think so.
Do you need do you need that definite? No. That's okay. No. We'll work that.
So
replace.
So
at the moment, are you just booking in to replace the Wi Fi? Gonna book them in to be replaced. Yeah.
Hopefully, that will be the solution. If if it's not and it continues, then we may need the victim for a full working day to
see what you know, if there's some other reason why that that that's the case. But, usually, the replacement should be fine. Karen, please call me as they are.
And how long does that usually take?
So what I'm gonna try and do is find you, like, a scheduled time slot.
Yeah. So, I mean, sometimes we say just pop in, but with most ability because we have to authorize it, we try and do a scheduled time slot so that we know, you know, that we've It is back and front, please.
Okay.
Replacement.
Front.
So
it's a little bit too.
Just gonna do a quick chassis check, make sure there aren't any outstanding recalls or updates for the vehicle. It won't be a second. Mhmm.
We've got a small software update to do as well, so we'll need to do that once it's here. It's it is quite a small one. So Okay.
So
Alright. So I'm just sort of as I said, trying to find a scheduled time slot, but Okay. They are
it depends how desperate you want it in because they are booking.
Okay.
Well, we go away
we go away on the August 11 for three weeks. So either before then or after. It's gonna have to be after.
Right. Okay. That is gonna be a problem then because I go straight back to work.
Unless you can I mean, I've got Thursday, Friday this week available, but it is a drop in the morning and leave the vehicle with us? It's not a scheduled time slot.
Right.
You haven't got any have you got anything for next week? I was hoping Wednesday or Thursday next week. If you but only if you can drop and leave for day. I haven't got anything scheduled.
No. I can't.
When's your next scheduled appointment?
Next scheduled one. Where was it? It was the
August 21 at 08:00 or 11:00.
Right. Okay. Now we're actually in Spain then.
Now they only do Monday to Friday, do they?
Yeah.
Yeah. And they're not on a Saturday morning, but they're booking a little way in advance at the moment for Saturdays.
Let's have a look at the next Saturday.
The next Saturday I've got is Saturday the thirteenth. The trouble is I work school hours, and I'm I'm back.
When I when we come back from holiday, I'm straight back to work.
Understood.
Unless
how long is it that it take? How long appointment do you think I need?
So you probably we will say for any scheduled time slot, two hours.
Yeah. Potentially, something like this.
It could be less, but I you know, we'd like to have a side of caution. Yeah. But like I said, if you schedule a time slot, the first one would be when you're away. So it would need to be Yeah.
I don't suppose you've got late in the afternoon on the September 2.
September
2.
Only got morning.
No. I'm back to work. Or eleven. No. I'm back to work.
That's the October. So my next Saturday is Saturday, September
13.
So September
13.
Just a second.
So September
13.
One second. Let have there we go.
Yeah. So you can do the September 13 either as a drop and leave for the morning, or if you can come in first thing, I've got 08:00.
I'll do 08:00, please. 08:00 on the September 13. There we go.
Perfect.
That's the that's the that's sit and wait, is it? That's the wait appointment at 08:00. Yes. Yeah. That's lovely. That's great. Thank you very much for your help. You're welcome. No problem at all. See you soon. Bye. Have a good holiday. Bye now. Bye bye. Bye bye.