Call Information
07966104503
7m 28s
Aug 1, 2025, 1:40 PM
VW Bath VW UK Aftersales
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Original Call Recording
uploads/47b0725d-86bf-4bc4-aa6a-46830fc12c46.mp3
Call Type Classification
The primary purpose of the call was to book vehicle maintenance services (MOT and servicing), discuss service plans, and schedule an appointment, which aligns with a SERVICE call rather than SALES or PARTS.
Short Summary
The customer called to book an MOT and service for their Volkswagen Tiguan, and the agent provided detailed information about costs, service plans, and available booking dates.
Concerns
• Minor confusion during registration spelling verification caused slight delay • Agent occasionally used filler phrases and hesitations (e.g., 'Let's have a look', 'One second') which could be more concise • Some pricing explanations could be clearer to avoid customer needing to ask for written info • Agent could have confirmed customer understanding more explicitly after explaining service plan benefits
Detailed Summary
The agent greeted the customer professionally and gathered all necessary details including registration, personal information, and contact preferences. The agent explained the costs for the MOT, service, and additional recommended maintenance items, and introduced the option of a service plan with monthly payments. The customer opted to book the MOT and service for August 12th with a drop-off, and the agent confirmed sending relevant information via email and text. The call ended positively with clear next steps and a polite closing.
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
If you would like to make a new booking or amend an existing booking, press 1. If your vehicle is currently in our workshop,
press 2.
Volkswagen. Carly speaking. How can I help? Hi there. I was hoping you can help. I need to put my car in for an MOT and service.
Yeah. Of course. What's the registration for me? It is AB51
Mhmm.
PEG.
Let's
go check.
Papa echo Juliet, was that?
Sorry?
Papa echo Juliet, did you say?
No. G.
Alright. Let's have a look. You haven't been to ourselves before?
No. I haven't.
No worries. Bear with me. I'll just load it through.
Your first and last name, please? Yes. It's Abby, a, b b, I e
Mhmm.
And p e g l e r, Pegler.
Perfect. Postcode?
BA13
Mhmm.
3ZedJ.
And what house name or number? We are 27.
And contact number and email address, please? Yep. 07966
Mhmm. +1 04
Yep.
503.
And an email?
Email is abbie pegler, a b b I e p e g l e r
Mhmm. @hotmail.co.uk.
Perfect. And would you like to be contacted via email, text, phone, or letters, please?
Neither, if that's okay.
Oh, unless it's for, like So it'd be for sort of service and reminders, etcetera, stuff like that. So when your service is due in future.
Oh, okay. That might be handy.
Email will be good. No worries. Let's have look.
And
it looks like you haven't got a service plan or anything. Just pay as you go. Is that right? That's it. Yeah. Perfect. Let's have a look.
And that's your Tiguan online 20 plate. Is that right? That is. Yep. Great. And it looks like you haven't got the Volkswagen Connect app set up on your phone, which would tell you when etcetera, is due. Were you interested in that or happy just to Karen as you are? Yeah. No. Yeah. I can do that. That'd be good. No worries. I can send you over the link for that one. And then if you just download the Volkswagen Connect app, that will then go for you. Brilliant. Let's have
a look. And your mileage?
Oh, I think it's about thirty thirty one.
Where is it? Have a look. If you need it so I can go out with That's alright. That's alright. I'll put roughly. So MOT is $54.85.
Yep. And then the service, let's have a look for you.
So it looks like last looks like it was done in 2023.
So it'd be the oil change and inspection with the pollen filter, which would be due. That one's £317.76.
Okay. You are also due your spark plugs, which are a 187
pound 92.
Okay. And your brake fluid, which is due at 9386.
So if you wanted everything that's due on the vehicle,
you would be looking at $654.39.
Okay.
Would you like the spark plugs, brake fluid? Is that something that's essential to have done? It wouldn't sell the MOT or anything like that? Do recommend it to be done. It wouldn't sell an MOT. Just, obviously, if anything goes wrong with the vehicle, we'd we recommend them to be changed at four years. They should have been done last year. So we just have to recommend it to you. Obviously, it's completely up to you if you'd like to get it done. Okay.
If I book it into the main service and MOT just for now, I'll just speak to my
partner and
Yeah. Even if it might be something we have to get done in a few months time rather than right now. We do do service plans, would give you this year's MOT and servicing for a discounted rate and gives you next year's as well. Were you interested in that? Or you're happy just to carry in and and pay as you go?
Normally, I'm happy to do in the pay as you go. I'm just out of curiosity, though. How much would that be? It's quite a saving, and you can do it over 24 monthly payments with no APR. Let me just have a quick look for you. Bear with me.
Also, I can
quick look for you. One second.
So if you went just for the standard service plan, which would give you this year's MOT and service and next year's service, it's £21.75
a month for twenty four months or a one off payment of $5.02 2. And this year alone is gonna be $372.61,
and you'd also get another service on top. So let me have a look what two services would cost if you were to pay as you go. One second.
Okay. If you were to pay as you go for two services,
you're looking at £650,
and then, obviously, the MOT on top of that. So you would be saving yourself quite a bit by going for the plan. And there's no APR on the service plan either, so you don't pay anymore if you did the monthly payments.
Okay.
Are you have you got, like, information you can send that through on an email? Yeah. I can email you over the link. If you set it up, just make sure you let me know so I can change the MOT to free for you. Otherwise, they will they'll charge you for it. So, yeah, I can send you over the link. And if you do set it up, like I said, just make sure you pop me an email or a text just to let me know. Alright? Brilliant. Yeah. That's great. Thank have you. A look. And what's your plan? Are you gonna drop it and leave it with us, sit and wait around? We do do courtesy cards, but they are additional fee. So whatever you prefer to do. How
long roughly?
Sort of how long a piece of string with an MOT. Obviously, when and good it passes, should be around about two, two and a half hours. Yeah.
Oh, it also depends what day you can offer me, actually.
So if you can drop it and leave it, I've got Tuesday the twelfth onwards. It's a bit bitty at the moment, if I'm honest.
Or if you want to just sit and wait, I can do the August 21, which is a Thursday at eight or eleven.
So you so you said the twelfth?
As a drop in leave, nine till five,
or I've got the August 21 for a couple of hours, and that would be eight or eleven.
I might go for the twelfth, actually, because I should be able to get somebody to pick me up.
Yeah. We can change it if you see anyways. Yeah. There's no issues. So what time would you like to drop it with us?
Anywhere from nine, did you say? Yeah. I can do nine, 09:30, ten, whatever works for you. Let's go for ten,
and then I don't have to get anybody up too early then. So if I book that in for us for the twelfth of the eighth, 10:00, I've text you over the link for the service plan, and I'll also email it on the confirmation.
So if you do set it up, just let us know just so I can put it down on our system, and that's all booked in for you for the August 12. Alright? Brilliant. Thank you so much. No worries. Have a lovely day. Thank you. Thank you. Bye.