Recent Articles
Referral Plan Cancellation
On 1/31/2025 we will Cancel all active Referral Plans like WeekendSaver and Referral Assistant 24. If a customer calls in to use their referral plan and it is now Cancelled, or they inquire about enrollment or billing, use the suggested scripts below ...
Return-For-Repair
Overview The Repair-For-Return Program allows us to send eligible control boards that have failed to a distributor to be repaired. The control board is then sent back and used to complete the repair resulting in less need for replacement decisions. ...
2025 HVAC Regulations
Overview In late 2023, the EPA released their final ruling for the Technology Transition Program spelled out in the AIM Act. This ruling will specify the new requirements for installing new HVAC equipment with an A2l Refrigerant, R-32 or R-454B, and ...
Deductible Payment Script
Deductible Deductible Script “<Customer Name>, do I have your authorization to process the Deductible Payment of <Amount> for your Service Request(s) today, <Date>?” Secure Card Card On File Card On File Script Name Matches Caller Name Does Not Match ...
Customer Service Call Flow
Script Scripting/Handling Greeting & Introduction “Thank you for calling: Cinch Home Services Sears Home Warranty Customer Service (ONLY when no Caller Screen Pop) My name is <Agent Name>, To whom do I have the pleasure of speaking with?” May I ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...
Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...
Customer Service Note Templates
Use the below Note Templates for Service Initiation, General Inquiries, and Follow Up Calls. Scenario ServiceBench Field Note Type Note Template Warranty Service Request Description N/A Warranty/Repair Service Request Preventative Maintenance Service ...
Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...
GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...