Call Information
01325370221
3m 42s
Jul 28, 2025, 12:57 PM
VW Bath VW UK
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Original Call Recording
uploads/9241fc3c-4dd7-449f-8ed4-b87c76d457f0.mp3
Call Type Classification
The call focused on booking a vehicle service appointment related to a mechanical fault, with no sales or parts ordering involved, making it a service-related interaction.
Short Summary
The agent assisted a service desk representative in booking a vehicle appointment for an engine management light issue but had to redirect the booking to a different location due to service limitations at Bath Volkswagen.
Concerns
The main concern is the limited service capability at Bath Volkswagen for commercial vehicles, causing a delay and inconvenience for the customer. The agent could have proactively offered alternative solutions or checked availability at Bristol before the call to reduce back-and-forth. Some minor clarity issues and slight awkwardness in phrasing could be improved for smoother communication.
Detailed Summary
The call involved Christopher from Bath Volkswagen's booking department assisting Marie from Northgate service desk with scheduling a vehicle service for an engine management light fault. Christopher clarified the issue, confirmed vehicle details, and explained that Bath Volkswagen could not service commercial vans, necessitating a booking transfer to Bristol Volkswagen van center. The agent communicated the booking availability and limitations clearly and apologized for the inconvenience. The call ended with the customer understanding the situation and agreeing to proceed with the alternative location.
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
Your call is important to us. Please continue to hold, and an agent will be with you shortly.
Yes. Pretty much. Anything Good afternoon. You have come through to the booking department at Bath Volkswagen. You are speaking to Christopher. How can I help you today? Hi, Christopher. It's Marie calling from Northgate service desk. Hi.
Hello. Hello, Marie. Hi. I'm good. Thanks.
We're trying to book in a vehicle for an engine management light. Can we
when's your next available appointment?
What color is the engine management light? Sorry. Is it amber or red? Amber. Okay.
That's no worries.
Are you able to leave the vehicle with us? Yes.
We could do this tomorrow.
Tomorrow?
Yeah. Yeah. Perfect.
Is it just that one fault, the engine management light fault? Yes. It is. Yeah. Okay. What's your vehicle registration, please? Okay. So it's MikeTango73
Yep.
WhiskeyLimaZulu.
Oh, this vehicle, is it a transporter by any chance?
Yes.
It is.
By any chance, I would need to change the booking to Right. Bath Volkswagen van center. So sorry. Bristol Volkswagen van center.
Bristol?
Yeah. Just because at Bath, they don't have a they don't have a they didn't do work on commercials yet. They didn't do work on vans just yet.
Right. Okay. Yeah. That's fine.
Is that the Mon Motors?
That's correct. Yeah. Yeah. Because they've got no bookings until the eighteenth, nineteenth, they said,
of September. Sorry.
Of September. Okay. Yeah.
Yeah. Very sorry. That does seem to be the case. I I mean,
with with
Bath, they don't yet have the equipment to so they can't carry out any sort of diagnostic service. Or the only thing they can do with with commercials is if you're coming in for something small, like a to top something up, like an oil change or Right. Yeah. I understand.
Yeah.
Yeah. Right. Okay. Not a problem, Christopher. So what I'll do, I'll go back to our customer, and we'll go from there. Alright?
Yeah. Apologies about that. But you want to put it It's not your fault. Bristol.
Yeah. Alright. Thank you. Thanks very much. No worries. That's no worries. Thank you. Bye bye for now. Thanks now. Bye. Bye bye. Yeah. Bye bye.