McVitie's: Hello, McVitie's customer care.
Mktg: Hi, I saw something in the paper the other day about McVitie's using milk chocolate on its Jaffa Cakes.
McVitie's: Not that I'm aware of. We haven't been informed in this office.
Mktg: Oh. I thought you had a milk chocolate-coated Jaffa Cake anyway?
McVitie's: No, it's plain chocolate.
Mktg: And it has always been that way?
McVitie's: Yes.
Mktg: OK. I was hoping to find out when the milk-chocolate ones would be on the shelves as I want to find out what they taste like.
McVitie's: We're always looking at new products and flavours, but we haven't been informed of milk-chocolate ones being prepared.
Mktg: That's a shame.
McVitie's: I mean, I can certainly pass your comments forward, to say that you would like to see one.
Mktg: That would be great. I just thought they would taste really nice.
McVitie's: Can I take your name?
Mktg: Does that mean someone will call me back?
McVitie's: No, but we record all calls coming into the office and make a record, then pass the details onto the relevant department. You don't have to leave your name if you don't want to.
Mktg: I think I'd rather not, if that's OK.
McVitie's: Well I'll certainly pass your comments forward.
Mktg: Great. Thank you. Bye.
McVitie's: Bye.
VERDICT: 7 OUT OF 10
The call-handler, while unaware of the suggestion in the press about McVitie's testing milk-chocolate Jaffa Cakes, was friendly and helpful. She mentioned that McVitie's is always trying new things and offered to pass on queries, noting that customer calls are logged. However, the news of a milk-chocolate version did surprise her - perhaps she should have been better informed.