AG
Agent 00:02Hi. That's Edi from S Pines department. How may I help you?
CL
Client 00:06Yeah. I'm not exactly sure what's going on our, refrigerator
CL
Client 00:12I think it's been a couple of months ago, I'll sudden the freezer
CL
Client 00:16wasn't getting cold. So someone came out and they cleaned like, some kind of a filter or something he said in the back. Real simple. He was in and out pretty quickly. Everything was fine. And then today, the ice was melted in the drawer.
CL
Client 00:32I checked everything, like, as far as, like, closure and all that kind of stuff. And the light is still coming on in their fridge, but I can't tell much else.
AG
Agent 00:44Okay. I got it. So, I guess, in that case, that would be better if I come up for us to take a look at this one.
CL
Client 00:51Okay. How does that work? I'm assuming there's a like, a a call fee, and then that goes toward a repair. If you do warranty?
-25 XP
Fail: Premature Quote
Reality
Agent quoted $75 immediately without showing empathy or value.
Expected
Offer Membership or explain that the fee is waived.
AG
Agent 01:00We have a service call fee, which is a seventy five dollars. But as long as they proceed with the repair, the seventy five dollars is gonna be applied to the final price.
CL
Client 01:08Okay. Alright. Yeah. Can you come today?
CL
Client 01:12Where are you located?
AG
Agent 01:15In. Let me see.
-15 XP
15s Dead Air (01:16 - 01:31)
Agent stopped talking while searching CRM.
AG
Agent 01:31I just want to give me the exact address.
CL
Client 01:33Yeah. Two eight zero nine six K, c a l l e, Bon, and that's nine two five nine two.
CL
Client 01:44C a l l e And then d, b as in boy, o, n as in Nancy, I, t as in Tom, a,
CL
Client 01:56Ka, Bon n.
AG
Agent 02:00Hold. Just just a sec.
-10 XP
Fail: Tech Blaming
Reality
Agent claimed "breaking up" instead of clarification.
Expected
"Could you spell that street name for me?"
AG
Agent 02:04Just breaking all the The is pending, actually.
CL
Client 02:08You're what?
AG
Agent 02:10It's... You're just a little bit breaking up, so I really again?
CL
Client 02:13Yeah. Can I text it to this number or no? No. Oh, okay. So two eight zero nine six. Mh. C c as in cat, a, l as in light, l as in light, e, next word, Bon, d as in boy, o, n as in Nancy, I t as in Tom, a.
AG
Agent 02:45Mh. You probably it.
CL
Client 02:47Okay. F. Got it.
AG
Agent 02:49Yeah. Yeah. Got it.
CL
Client 02:50Okay. Okay.
AG
Agent 03:03Don't you want to... If I call the tech directly right now? I guess we have availability to come up today.
CL
Client 03:10Excuse me. I hear you.
AG
Agent 03:14Is that okay who hold for a while? I just like to go execution directly and asking me if that's a okay french. Should come up today? Yeah.
CL
Client 03:20Sure. Yeah. No problem.
AG
Agent 03:21Mh. Thank you.
-20 XP
Warning: Excessive Hold
Reality
Hold lasted 3m 40s total without check-ins.
Expected
Check in every 60s.
Hold Music (3m 40s)
AG
Agent 05:41Just a second, sir.
CL
Client 05:43Mh. No problem.
AG
Agent 07:10Heather. Can you hear me?
CL
Client 07:11Yes. I can.
AG
Agent 07:13Yeah. I just called two technicians who are working today, and it seems like they're not able to come up with your place today at all.
CL
Client 07:19Okay. I'll call someone else if I can't get anyone else today, I'll I'll call you back.
-50 XP
Fail: Lost Lead
Reality
Client hung up due to lack of options.
AG
Agent 07:24Got. Thank you sir.
CL
Client 07:26Thank you.
AG
Agent 07:27Mh. Thanks.