Part 1: You will hear a telephone conversation between a customer and a window repair agent.
AGENT: Good morning, Clear View Glazing. How can I help you today?
CUSTOMER: Hi, I’m calling because I need some urgent window repairs done at my house. The seals have failed, letting in a lot of cold air.
AGENT: I can certainly help you arrange a repair for that. It’s a very common problem. First of all, could I take your full name, please?
CUSTOMER: Yes, it’s Mark Hemlock.
AGENT: Let me just write that down carefully. Is that spelt H-E-M-L-O-C-K?
CUSTOMER: Yes, that’s exactly right.
AGENT: Perfect. I have your name saved in our system now. Next, I need to know the exact location where the technician will be working. Could you provide your full address, please?
CUSTOMER: Sure, the property is number 14 Bridge Street.
AGENT: Bridge Street, understood. Let me just type that into our booking software so the technician can find you easily. And do you have the exact postcode handy for me?
CUSTOMER: Yes, of course. Let me just check my letters… it’s PA4 9QT.
AGENT: Great, I have that saved. Now, what material are the window frames made of? Are they standard PVC or perhaps aluminium?
CUSTOMER: Well, they are quite old frames, so they’re wooden.
AGENT: That’s fine, we just use a different type of sealant for those. And what exactly is the issue with the seal right now? Is it just peeling away slightly?
CUSTOMER: It’s quite a bit worse than that. In the living room, the seal is completely broken.
AGENT: Oh dear, we definitely need to sort that out quickly before the weather gets any colder. We can send a technician out to inspect it. Would Wednesday suit you for a visit?
CUSTOMER: I’m actually at the office all day on Wednesday. Could we do Tuesday instead?
AGENT: Yes, let me check… Tuesday works. We have a few morning slots available. Does 9 am suit you?
CUSTOMER: I have the school run right then. How about 10 am?
AGENT: 10 am is absolutely perfect. I just need a quick contact number, in case the technician gets stuck in heavy traffic on the way.
CUSTOMER: Sure, my mobile number is 077439902.
AGENT: Excellent. Just out of interest, how did you hear about our services? Did you search online?
CUSTOMER: I was originally going to look online, but then a neighbour recommended you.
AGENT: That’s always lovely to hear. Finally, do you happen to have a promotional code from our flyers? We’re running a seasonal offer.
CUSTOMER: Yes, I grabbed one off the leaflet. The code is WINTER.
AGENT: Fantastic. I will apply that discount to your final quote. Our technician will see you next Tuesday.
CUSTOMER: Brilliant, thanks so much for your help today. Bye.
