Call Data log Part 2 – 30/07/12

Call 1 -Time: 08:40 AM

How long did it take to answer the phone?

Ans: 32 seconds

Was the person friendly/knowledgeable?

Ans: She was friendly. Again she put the call on hold for answers to luggage.

How long did the conversation last?

Ans: 00:06:19 (Three questions answered)

How can I reserve a seat if I already have an open ticket? Is there a charge?

Ans: Need to reserve a seat 24 hours before the journey. I can do it online or over phone. She

didn’t mention about charges. When asked she said if I have an open ticket already then I will be

charged £5.

How much luggage can I take on the train from Paddington to Looe?

Ans: Three bags each weighing 50 Kgs. If it exceeds 50 kgs then oen would be charged £5 per

bag.

Is there a welsh speaker that my friend’s mother could contact to discuss her journey plans?

Ans: No.

Call 2: 09:02 AM ( Delay as the same agent would pick up the second time I called)

How long did it take to answer the phone?

Ans: 53 seconds

Was the person friendly/knowledgeable?

Ans: He was friendly and very confident about the call.

How long did the conversation last?

Ans: 00:07:04

How do I get from London to the Lost Gardens of Heligan?

Ans: She asked to call national railways enquiries as nothing popped out on her screen. 08457484950.

How do I get from London to the Eden Project?

Ans: She asked to call national railways again.

How do I get from London to Saltram House (Plymouth)

Ans: Closest station is Plymouth – additional bus service or taxi.

Local bus services 08712002233 who can give you information for the bus service. She gave the

answers of integrated transport too.

Other Comments: Today’s agents had friendly conversations.