(phone)
Cust: I've always shopped via your catalogue but I've looked on your website and yours is the only phone number
EM: ok, did you want mail orders number?
Cust: do you have a number for that?
EM: yes we do
Cust: I'll have that then...
EM: ok it's xxxxx (pause for cust to confirm she's got those numbers... Nothing for four seconds, EM carries on) xxx (silence) xxx (silence again) ok?
Cust: (whispering) I'll just read that back to you, xxxxx...
EM: yep...
Cust: xxx, xxx...
EM: that's it...
Cust: and it's ok to ring that as I'm I'm the north of England...?
EM: yeessss...? It's a central number for our warehouse... Where everything gets posted from...?
Cust: ok, good. I'll phone them...
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