Thomson You're through to [name]. How can I help?
Mktg I've just seen the TV ad for your Dreamliner. Could you answer some questions, please?
Thomson Of course I can.
Mktg Can you tell me what's different about Dreamliners from conventional aircraft?
Thomson Just let me get some facts about it, as I'm not entirely sure as it's quite new. Would you mind holding on? [Puts Mktg on hold.] Hi there, thank you for holding... The benefits of our Dreamliner – you've bigger seats, more space than Virgin and BA economy, more headspace - the cabin is over six feet high, it's got mood lighting.
Mktg What does that mean?
Thomson When it's night they normally just turn the lights out, but on the Dreamliner they set it so it's more relaxing.
Mktg Do flights have to be part of a package?
Thomson It only flies to Mexico at the minute, from Stansted, as far as I know. We are looking to take it to further destinations. If it's the flight only that you want, that's fine. On our website we have a schedule... I can give you a brief if you were looking at a particular flight.
Mktg When do they start?
Thomson Let me look. Where would you be looking to fly to?
Mktg I hate flying and it seems like a more pleasant way of flying, so I'm just curious.
Thomson Because it's bigger on the plane, you don't feel so high up. I know what you mean – I look out of the window and I'm like, 'Aaargh!' They're investigating what other destinations they can fly to.
Mktg When will they fly from?
Thomson I'll just double-check... from May 2013.
Mktg So how come you're advertising it?
Thomson Our package holidays are now on sale for next year, so to make people aware that the Dreamliner is available.
Mktg Could I get any more information?
Thomson [Directs Mktg to website.] If you've more questions, I'm on [gives direct line].
Mktg Thank you.
Thomson Not a problem at all; enjoy your day. Bye.
The call-handler was helpful, ebullient and aware of the Dreamliner and the TV campaign, even if she had to fetch a script for detailed information and initially thought the aircraft was already in service.