Booking a water heater swap
Listen for the read-back. She spells the caller's name back to him and confirms his number before the booking counts.
Read the transcript
Willa: Bluebonnet Plumbing, this is Willa. How can I help you?
Caller: Hey. Our water heater's leaking all over the garage floor. I need somebody to come look at it.
Willa: I'm sorry you're dealing with that. Is it leaking bad enough to be an emergency, or can it wait for a booked visit tomorrow or the next day?
Caller: It's a slow drip into a pan right now. A day or two is fine.
Willa: All right. A tech can come Thursday at 9 in the morning, or Friday at 1. The visit is seventy-nine dollars, and if you have us do the repair, that fee comes off the bill.
Caller: Thursday at nine works.
Willa: Thursday at 9 AM, booked. Can I get your name?
Caller: Mark Delgado.
Willa: Thanks, Mark. Let me spell that back: Delgado, D-E-L-G-A-D-O. Did I get that right?
Caller: That's right.
Willa: And the best number for the tech to reach you — is it the one you're calling from, ending in 0148?
Caller: Yep, that's my cell.
Willa: You're all set for Thursday at 9. You'll get a text confirming it, and the tech will call when he's on his way. Anything else I can do?
Caller: Nope, that's it. Thanks.