Call Information
07549942432
4m 30s
Aug 1, 2025, 9:41 AM
VW Bath VW UK Aftersales
Other Calls TO or FROM 07549942432
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Original Call Recording
uploads/3b6390af-5257-4fa9-a561-4274cd0826d7.mp3
Call Type Classification
The call focused on booking a service appointment to fix a vehicle issue rather than selling a product or ordering parts, which clearly classifies it as a SERVICE call.
Short Summary
The customer called to book a service appointment for a VW Golf with a charging flap issue, and the agent successfully scheduled the earliest available slot while collecting all necessary details.
Concerns
• Minor confusion around vehicle registration spelling could have been clarified more smoothly • Slightly unclear phrasing around appointment time ('twenty past dates') might confuse customers • Agent could have proactively explained the booking process or wait times more clearly to manage expectations
Detailed Summary
The customer contacted the aftersales service to address a problem with the electrical charging flap on their VW Golf. The agent informed the customer that immediate appointments were not available and proceeded to take the vehicle registration, personal details, and contact information to book the earliest possible appointment. The agent confirmed the booking for Monday, August 4, and assured the customer that confirmation would be sent via text and email. The call ended positively with the customer expressing gratitude and confirming the appointment.
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
Good morning. Wagon service bookings. Louise speaking. How can I help?
Oh, hi. Yeah. I
I've got a VW Golf, and I can't get the the flap for the electrical charging to open. And I've done everything I possibly can. I was wondering if I could come down to the to Locksworth Road and and
try and get something done about it.
So it's it's not an appointment that we can offer straight away, I'm afraid. It does need to be booked in advance.
Let me start by taking your vehicle registration number, and I can make the arrangements to get you booked in, and I'll discuss with you when. Can I take your vehicle registration number first of all, please? Yeah. It's whiskey November72.
Whiskey November72?
And it's
Yankee tango
whiskey.
Is that right?
Yes. Yeah. Yeah. Yankee tango whiskey.
And the name, please? George Hopkins.
And the first line of your address?
It is 79
Lincombe Hill, L Y N C 0 M B E.
Would this be in somebody else's name? Because I've got it the same address but a different name.
Yeah. I she the car's actually recently been, like, changed ownership, but it's the same address.
I'm I said my my mom it was my mom's, and now it's mine.
No worries at all. So let me just attach a moment, and I'll set you up on the system then. So Thank you. Just removing all of the details.
Can I just take your surname again, please? Yeah. It's Hopkins, h o p k I s.
And your first name? George.
Postcode?
24,
Papa November.
And the house name or house number? 79.
And your contact telephone number?
It's 07549942432.
And do you have an email address as well, please? Yes. [email protected].
And this is the blue VW Golf. Can I take a vehicle's current mileage?
I think it's around 17,000.
And you said it was the charging flap that won't open? Yeah. That's it.
Okay.
So the earliest I can get you in would be this Monday, August 4.
You'll need to leave the vehicle with us. Could you bring the vehicle into us on Monday morning? Yeah. That's no problem at all.
Can you bring it into us for twenty past dates?
Twenty past date. Yeah. Of course.
Perfect. I will send you confirmation of everything now via text and email, and we'll see you Monday morning.
Oh, that's great. Thank you so much. Thank you. Bye bye for now. Bye bye. Bye.