Call Information
07423358421
3m 9s
Jul 30, 2025, 12:52 PM
VW Bath VW UK
Other Calls TO or FROM 07423358421
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Manager Notes
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Original Call Recording
uploads/45d51869-7d8f-4076-8703-a3ff7caf7572.mp3
Call Type Classification
The call focused on managing a service appointment cancellation, which is a typical service-related interaction rather than sales or parts inquiries.
Short Summary
The customer called to cancel a service appointment, and the agents efficiently handled the transfer and cancellation process.
Concerns
The initial transfer took some time and the first agent was slightly unclear about which department to transfer to, causing a minor delay. The agent could have been more proactive in confirming details earlier to streamline the process. Otherwise, no major concerns were identified.
Detailed Summary
The call began with the customer being transferred from the initial agent to the bookings team. The customer requested to cancel an appointment scheduled for August 13th. The booking agent confirmed the vehicle details and customer identity before processing the cancellation. The agent also offered to reschedule, but the customer confirmed the cancellation as the issue was resolved, and the call ended on a positive note.
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
Call is being transferred.
Please hold.
Good afternoon. Vaz Volkswagen. Anne speaking. How may I direct your call?
Yeah. You okay? I had an appointment in August that I need to cancel, please.
Alright. Okay, sir. Put you through. In the bookings team, was. Was it with service
department?
Oh, okay. Sorry. I didn't know which department to get through. My bad. Yeah. That's okay. Yeah. No problem. I'll put you through to them now. Thank you. No worries. Thank you, ma'am.
The brief was for the shift
Good morning. You have come through to the booking department of Bath Volkswagen.
You're speaking to Christopher. How can I help you? Yeah. Okay. I've got an appointment on the August 13 that I just need to cancel, please.
Yeah. Of course. That's no worries. Let's sort that out for you now. Is it right if I can start off by taking your car registration?
Yeah. It's LimaKilo52HotelDeltaOscar.
Okay. Brilliant. Yeah. I've got your vehicle right here. Just to confirm I've the correct vehicle,
I've got a Volkswagen Polo. Could you just tell us the color?
Yeah. It's got metal gray.
That's brilliant. And just for security measures, is it alright if I can take your first name, last name, and first line of address, please? Yeah. It's Jack Randall, and it's 51 E Kimberly Court, Bradley Road.
Oh, that's brilliant.
Yeah. That's no worries. I can see you booked in for the thirteenth. Are you sure you don't wanna push the date, like, a little bit further away or just cancel the whole thing? No. I've actually got the the issue fixed now. So, yeah, I just wanted to cancel altogether for you, sir.
That's no worries. That's no worries. I'll sort that out for you now. In that case, I'll just go ahead and cancel this down. Is there anything else I can help you while you're on the line? That's it. Thank you, sir.
That's no worries. In that case, thank you very much for your call, and bye bye for now. No worries. Thank you. Take care. Thank you. Bye bye. Bye.