Device details Type of device: digital hearing [2] ____________________ Preferred language for messages: [3] ____________________
Problem Problem noticed: [4] ____________________ noise Problem happened most on the [5] ____________________ side
After-service information Item returned by: [6] ____________________ Amount paid: [7] £ ____________________ Repair time: [8] ____________________ days
Follow-up Best day for follow-up call: [9] ____________________ Online review takes about [10] ____________________ seconds
Keys
1 RQ5129 2 aid 3 English 4 buzzing 5 left 6 courier 7 76 8 4 9 Thursday 10 30
Transcript
Part 1: You will hear a phone call about feedback on a repaired assistive device.
Staff: Good afternoon, this is the Assistive Technology Centre. Am I speaking to Lina Petrov? Client: Yes, speaking. Staff: Thanks for taking the call. This is the short service feedback survey linked to your recent repair. It will take about two minutes and it is recorded for quality. If at any point you want me to slow down, just say so. First, I need to confirm some details on the record. Could you spell your surname for me? Client: Petrov, P E T R O V. Staff: Great. And your client reference, the one that starts with letters? Client: Right, it is R Q 5129. That is RQ, then five one two nine. Staff: Thank you. Next, we sometimes send appointment reminders and care tips by text. Which language would you prefer for messages? Client: English, please. I can read another language, but English is easiest for me. Staff: Noted. Just to confirm, messages in English, not Thai, correct? Client: Yes, English is fine. Staff: Now, the item was recorded as a digital hearing aid. Is that correct? Client: Yes, a digital hearing aid. It is the in-ear type, not the larger one behind the ear. Staff: Fine. When you first contacted us, you described a fault. What was the main problem you noticed? Client: It was a buzzing noise. At first I thought it was interference from my phone, but it happened even when the phone was off. The buzzing was not constant — it came and went. Staff: Buzzing noise. And where did it happen most, left or right? Client: Mostly on the left. Occasionally on the right, but the left side was the one that really bothered me. Staff: Understood. After the repair was completed, how was the item returned to you? Client: By courier. I was going to collect it, but my shift changed, so you sent it. Staff: Courier delivery. Can you confirm the amount you paid in total? Client: Seventy-six pounds. I paid by card, and I kept the receipt. Staff: Seventy-six, thank you. And how long did the repair take, from when you reported the fault to when you received it back? Client: Four days. Staff: We also arrange a follow-up call one week later. Which day is best for you next week? Client: Thursday is best, ideally after lunchtime. Tuesday is impossible for me because of training. Staff: Thursday. Finally, if you choose to leave an online review later, it takes about thirty seconds.
